Introducing a World-Class AI driven ITSM Solutions-Tentacle SSO Sdn Bhd
- 1. ConnectingLivesthroughInnovation Corporate Presentation - Tentacle SSO Sdn Bhd Copyright © Tentacle Group, 2019|Private
- 2. ConnectingLivesthroughInnovation Copyright © Tentacle Group, 2019|Private About Us Tentacle Tech Head-Quarters & Delivery Centre Plaza Pantai, Kuala Lumpur Staff Strength 320+ Founded 2001 R & D Plaza Sentral, Kuala Lumpur Client Base 50+
- 3. ConnectingLivesthroughInnovation Areas of Capability IT Consulting & Managed Services BPO Niche IT Solutions / Products ITO SYSTEM INTEGRATION & ERP GO-TO-MARKET SERVICES PARTNER PRODUCTS WEB, SOCIAL & SEARCH APP DEVELOPMENT Trained & certified professionals On-demand Digital Marketing Creative & Marketing communication Software Development Services Digital transformation Testing & Assurance Services Big Data Lab R&D - Emerging Technology Areas KPO Copyright © Tentacle Group, 2019|Private
- 4. Proprietary and Confidential. © 2018 Symphony Summit SYMPHONY SUMMITAI AI-driven IT and Enterprise Service Management April, 2019
- 5. Proprietary and Confidential. © 2018 Symphony Summit Demands on today’s CIO 2 How IT can enable a digital workplace and drive employee productivity? How can you spend less on ‘keeping the lights-on’ and more on ‘innovations’? CEO CIO LOBs How do I drive innovation by linking business strategy to IT — fusing the vision for tomorrow with the realities of today? How can IT help me improve my business metrics, time-to-market and customer responsiveness? CISO CFO CHRO CIO’s Team Is my IT secure from threats and vulnerabilities? Do vendors comply to global security standards? How can we drive more productivity from our team? We need tools and technologies to deliver true benefits of IT to business. How can IT help me build an engaged and motivated workforce? How can we improve speed of on-boarding new employees? CFO : How do we ensure we maximize our RoI on the IT investments? How can IT deliver more for less? Where are all our IT assets and how are we sweating them? CTO
- 6. Proprietary and Confidential. © 2018 Symphony Summit Modular, Cloud-based, Integrated IT Management Suite for Enterprise CIOs and ITO service providers. Unifies key processes across IT Service Management , IT Asset Management and IT Operations Management in a single, easy-to-deploy, easy-to-use solution. Helps CIOs and service providers dramatically reduce cost and complexity of IT Management while improving efficiency, predictability and control. About Symphony Summit Turbocharge Productivity Increased Speed of Execution Improved Customer ExperienceReduce IT Operations Cost 3 Benefits Powered by SummitAI – ‘AI- enabled Systems of Intelligence for IT management’ to bring unprecedented benefits of automation, agility and productivity gains.
- 7. Proprietary and Confidential. © 2018 Symphony Summit CIO Choice 2019 : IT Operations Management MSP Partners About Symphony Summit SymphonyAI Portfolio Company 4 60+ clients are Fortune Global & Fortune India Cos.* 250+ Customers in 4 years * Included subsidiary companies
- 8. Proprietary and Confidential. © 2018 Symphony Summit Global relationship with Microsoft (Tier 0) enabling a strong and modern technology base Disrupt legacy IT Operations Management solutions with its new age, enterprise class platform which is modern, easy to deploy, easy to use and a cloud-based integrated SaaS platform that delivers direct cost and efficiency benefits to CIO organizations to help them realize significant ROI on their infrastructure investments Disrupt legacy IT Operations Management solutions with its new age, enterprise class platform which is modern, easy to deploy, easy to use and a cloud-based integrated SaaS platform that delivers direct cost and efficiency benefits to CIO organizations to help them realize significant ROI on their infrastructure investments
- 9. Confidential © 2018 Symphony Summit.
- 10. Proprietary and Confidential. © 2018 Symphony Summit RATED # 1 - Gartner Peer Insights Symphony SummitAI BMC ServiceNow Cherwell Overall Peer Rating 4.7 3.9 4.2 4.2 Willingness to recommend Yes : 90% Yes : 58% Yes : 73% Yes : 70% Product Capabilities 4.7 4.1 4.4 4.4 Evaluation & Contracting 4.7 3.9 4 4.2 Pricing Flexibility 4.7 3.9 3.6 4.2 Integration & Deployment 4.7 3.9 4.1 4 Ease of Deployment 4.7 3.8 4 4.1 Service & Support 4.7 4 4.2 4.1 https://www.gartner.com/reviews/market/it-service- management-tools/compare/symphony-summit-vs- bmc-vs-servicenow-vs-cherwell
- 11. Proprietary and Confidential. © 2018 Symphony Summit EMA Vendor to watch
- 12. Proprietary and Confidential. © 2018 Symphony Summit 44K Leading Global Consulting Firm 9 Increased workforce productivity by replacing multiple disparate tools Why Summit Integrated platform, Multitenancy Single window support for all functions like IT, HR, Finance, Legal, Marketing etc. 30% increase in productivity C-SAT improved from 3.3 to 4.2 Mobility for travelling workforce Summit Solutions Service Management Asset Management Availability Management
- 13. Proprietary and Confidential. © 2018 Symphony Summit 10 A leader in automobile manufacturing improved its CSAT rate by replacing HP complete stack Why Summit Integrated platform Ease of administration and use (UI/UX) | Benefits of automation Deeper analytics with profile based dashboards End user satisfaction rate improved from 3.4 to 4.4 10% saving on IT investments Complete control of IT Operations Leading Automobile Manufacturer Summit Solutions Service Management Asset Management Availability Management 40K
- 14. Proprietary and Confidential. © 2018 Symphony Summit 11 Client automated employee onboarding and off boarding process by replacing HP Service Manager Why Summit Ease of administration and use Benefits of automation ( e.g. employee onboarding and off boarding process for average 1400+ employees per month) Migration to Cloud FCR increased by ~ 25% Escalations reduced by ~ 30% Automated on-boarding/ off-boarding Leading Business Process Outsourcing & Contact Center Summit Solution Service Management 55K
- 15. Proprietary and Confidential. © 2018 Symphony Summit 12 North America’s leading international airport improved its MTTR by replacing HP SAW and Asset Manager ~ 1104 Why Summit Automation | Flexibility of service catalogue End user experience | Mobility Ease of configuration 30% Increase in productivity 50% Improvement in MTTR 81% FCR improvement North America’s Second Largest International Passenger Airport Summit Solutions Service Management Asset Management 1.1K
- 16. Proprietary and Confidential. © 2018 Symphony Summit 13 Automotive Software leader chose Summit for it’s robust automation capabilities and replaced BMC Why Summit Contemporary tool | End user experience Ability to integrate with multiple tools Automation | Language support 25% drop in ticket volume due to automation CSAT improved from 3.2 to 4.45 Avg. Response time improved drastically Global Leader in Connected Car Technology and Lifestyle Audio Innovations Summit Solutions Service Management Asset Management 30K
- 17. Proprietary and Confidential. © 2018 Symphony Summit 14 New York-based consulting company saved $300K by replacing multiple in-house tools Why Summit Service Management and Asset Management tightly integrated Single window support Automation | Productivity Benefits $300K savings in 1st year Ability to support multiple help desks Higher Productivity due to Gamification New York-based Information Technology and Consulting Company Summit Solutions Service Management Asset Management 30K
- 18. Proprietary and Confidential. © 2018 Symphony Summit Summit IT Management Suite 11
- 19. Proprietary and Confidential. © 2018 Symphony Summit Summit IT Management Suite Summit IT Management Suite Transform Service Experience. Increase Enterprise Productivity Improved service experience: Conversational interface enables users to interact using natural language. Leveraging AI, ML, SummitAI does reasoning and decision making and provides personalized and intelligent responses. Higher enterprise productivity: Automation eliminates repetitive tasks. Frees up time for knowledge workers to focus on innovation and other business impact work. Enhanced agent’s productivity: SummitAI’s Operational Intelligence feature provides service agents with intelligent insights like the plausible reasons for the occurrence of an issue and strategies for remediation. Operational Intelligence also provides a variety of relevant contextual information to help agents rapidly resolve issues instead of having them search for information. Optimized asset utilization: SummitAI’s Asset Management helps manage the IT Asset Lifecycle from procurement to disposal, control spend with software license governance and compliance, and eliminates overbuying by helping right-size future purchase of assets. Proactive issue resolution: SummitAI’s Availability Management helps identify, isolate and resolve issues before they impact your business. Complete control of the enterprise’s IT landscape: SUMMIT’s integrated IT Management is built with common data sets across IT Service Management, IT Asset Management and IT Availability Management which allows complete control of the enterprise’s IT landscape. 13 AI Driven IT Operations Transformation To Boost Enterprise Productivity
- 20. Proprietary and Confidential. © 2018 Symphony Summit Service Management Knowledge Management Incident Management Problem Management Change & Configuration Management Request Fulfillment & Catalog Management Service Level Management Service Portfolio Management Release & Deployment Management Auditing Reporting & Dashboards Service Management Increase Productivity. Reduce Operational Cost Higher productivity: Leveraging AI, it can identify the intent of the end user. With Operational Intelligence, contextual information related to previous scenarios, resolutions provided, work orders and process change carried etc. enable increased productivity. Faster resolution: Catch, Dispatch, Classify and Auto routing of tickets for faster resolution. Cost savings from reduced workload and improved agent productivity due to auto problem ticket creation, auto resolution and operational intelligence. Predictability of services: SLA management enables IT staff to more accurately and cost-effectively provision identified levels of service to the business. Drive greater self-service: Leveraging configurable catalogues, request fulfilment is easy, faster and self-service. Shift Left with Service Assist enables L2 skill level workers to delegate non-critical tasks to L1. Higher FCR with Operational Intelligence. Performance driven work culture Gamification helps drive change in the work culture by reinforcing desired behaviors and makes the workplace more competitive and fun. Lower costs through economies of scale with multi-tenancy. 14
- 21. Proprietary and Confidential. © 2018 Symphony Summit Asset Management Asset Management Ensuring Compliance. Optimizing Asset Utilization. Visibility and Optimization of Asset Utilization with Asset Lifecycle Management from procurement to disposal. Optimize Asset Investment: Eliminate overbuying by right-sizing future purchase. Higher Productivity by automating asset lifecycle process, enterprise software deployment, and patch management. Easy Auditing and Reconciliation Software License Governance and Compliance with Software Asset Management. Improve IT Efficiency by Software Reclaiming and Reallocation. 15
- 22. Proprietary and Confidential. © 2018 Symphony Summit Availability Management Agent-based and Agent-less discovery of assets Availability Management Trigger-based self-healing and maintenance Provides insight into application performance and availability with environment parameter monitoring from an end-user perspective Discover and map relationships between infrastructure components and applications Track SLAs and objectives for IT infrastructure and applications Integration with other ITIL Modules, such as CMDB, Change, Incident, Problem, SLA Management, and Capacity Management Multi-tenant architecture Availability Management Ensuring Service Availability Real-time performance view with proactive monitoring of Data Center Components with event correlation. Increased efficiency and cost savings due to Capacity Management. Increased productivity and service availability due to Auto Resolution. Reliability and higher availability with self- healing. Analyze performance, predict outcomes, visualize results, share dashboards with comprehensive performance reporting including DC Visualization. 16
- 23. Proprietary and Confidential. © 2018 Symphony Summit SummitAI 20 SummitAI Unleash Enterprise Productivity Turbo Charge Productivity: SummitAI contains an extensive set of capabilities based on leading-edge AI research, Machine Learning, Deep Learning, Natural Language Processing and Speech Recognition that dramatically eliminate complexity and increase the productivity of the enterprise. Increase Speed of Execution: AI-powered automation produces 24x7 output without the need for breaks and planned or unplanned absences. Improved Customer Experience: Delivers faster, better and personalized experiences to delight end-users. Ensures that SLAs are consistently met. Reduce IT Operations Cost: AI-powered automation leads to costs savings by reducing the workloads that need to be addressed by human agents. The augmentation of human labor with AI-powered automation promises to deliver the optimal balance between positive business outcomes and constrained budgets. Reduced ‘Human Error : SummitAI’s intelligent automation ensures human errors are kept to a minimum. .
- 24. Proprietary and Confidential. © 2018 Symphony Summit 21 100%+ MTTR improvement 25% Drop in ticket volumes due to AI based auto- resolution SummitAI Benefits PRODUCTIVITY EFFICIENCY 25% Improvement in FCR using operational intelligence 40% Better TCO from AI powered platform & flexible licensing $1M Annual IT help desk savings due to low maintenance costs $3M Annual incremental revenue because of reclaimed revenue 50% Lower implementation costs due to common platform 70% Faster implementations from codeless configurations
- 25. Proprietary and Confidential. © 2018 Symphony Summit Why SUMMIT ? Enable to Do More for Less Flexible Licensing Stronger Asset Control Mobility Enabled Strong Analytics & BI Reporting Customer SLA Management ITIL Certification on 12 Processes out of 16 Flexible Web Services / REST API’s Integrations Lower TCO Less Resources (HW / SW & People) Simple and Intuitive UI Productivity Engines Chat / Voice BotAutomation Script Library Codeless Configurations Enabling Digital Enterprise Integrated ITOM Suite Unified Multi-Tenant Platform Embedded AIOps SaaS & On-Premise options
- 26. Proprietary and Confidential. © 2019 Symphony SummitAI CINDE PROVIDES END USERS BEST USER EXPERIENCE 24/7 Integrated Conversational and Multi-channel User Experience (including Webchat, MS Teams, Slack, Jabber) • Understands intent behind user utterances in natural language • Continuously learns and dynamically maps intent to Service Catalog items as they evolve- no need to write code or engage professional services to update mappings • Resolves up to 20% of Tasks instantly, examples of such tasks that are auto-resolved are: • Automatically enabling VPN, AirWatch, & Wi-Fi Access • Enabling Shared Folder Access • Installing software on user’s machine • Installing printer for the user • Creating accounts in Enterprise Applications (e.g. SAP). • File Service Requests, Incident Reports on behalf of users if they aren’t auto-resolvable and provides status reports on progress
- 27. Proprietary and Confidential. © 2018 Symphony Summit Proprietary and Confidential. © 2019 Symphony SummitAI ACTION LIBRARY My printer is not working AI Model Intent Library Intent 1 Intent 2 Log Incident Intent 4 Printer Related Response to User I understand that you have a problem related to Printer. Please wait while I troubleshoot your problem Check if user exists in AD Action 1 AD Target System 2 Response to User Target System 3 Response to User Your account is active You have Printer access You are connected to the Printer and now you can print Check if user has network access Action 2 Check if user is connected to the printer Action 3 Response to User Success Success Success WORKFLOW DESIGNER TARGET SYSTEMS User Result Failure Response to User Result Failure Response to User Result Failure Response to User EXAMPLE CINDE (Chatbot/Voicebot)
- 28. ConnectingLivesthroughInnovation Malaysia Head Office: Block A-20-1, Menara Atlas, Plaza Pantai, No:5, Jalan 4/83a, Off Jalan Pantai Baru, 59200 Kuala Lumpur, Malaysia, Tel : +60 3 2282 1541 R&D Centre: Block 3b-09-05, Plaza Sentral, Jalan Stesen Sentral 5, 50470 Kuala Lumpur, Malaysia, Tel : +60 3 2282 1541 India Sahas Embassy, 2 Floor, New No. 131/8, Old No. 145/8, NM Road, Chennai – 600 029 +91 44 2374 0400 sundar@tentacletech.com 017-777-6941 Copyright © Tentacle Group, 2019|Private