Softlib Overview 09 05 28
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iSolve is a technical information portal that aims to minimize the time between problem detection and resolution. It provides a single portal to access both internal technical information and vendors' documentation. iSolve uses data analyzing and ranking technologies to match problems to relevant solutions from multiple information sources. It can cut end user downtime, reduce support escalations, and lower the cost of support tickets by leveraging existing organizational knowledge. A proof of concept with a support agent showed iSolve's ability to quickly provide resolutions.
Softlib Overview 09 05 28
- 1. iSolve Minimize The Time Between Detection and Resolution August 2006 May, 2009 1
- 2. Agenda Company Overview The Need Our Solution Confidential 2 Solve IT Fast
- 3. Company Overview August 2006 3
- 4. SoftLib Company Overview Mission Statement: Becoming the Global Standard for Incidents and Problems Solution Identification Who We Are: Privately held, backed by Athena and Docor Established in 2002 at Jerusalem HiTec-VL technological incubator Innovative, proven, solution identification product 10+ active enterprise customers Thousands of licenses in use Offices in Israel, NY, Brussels Patent granted Confidential 4 Solve IT Fast
- 5. Selected Customers Confidential 5 Solve IT Fast
- 6. The Need August 2006 6
- 7. The reason- IT Technical Information Complexity Vendors’ Technical Information Internal Technical Information .TXT HTML XML Sharepoint ODBC WebSphere Web Technical Information Confidential 7 Solve IT Fast
- 8. The problem- MTTI (Meantime to identification) Problem resolution/ Incidents Management Process Identification Solution Execution Solution Identification 25-50% Source: Forrester Research & Customers Testimonials Confidential 8 Solve IT Fast
- 9. Our Solution August 2006 9
- 10. The goal-Immediate & Easy Solution Identification Problem resolution/ Incidents Management Process Identification Solution Execution Solution Identification 25-50% Source: Forrester Research & Customers Testimonials Confidential 10 Solve IT Fast
- 11. iSolve, the IT Technical Information Portal Vendors’ Technical Information .T XT In n t io er at na rm lT H TM fo ec LXM In hn L al ic c al ni ch In f Te or ODBC m eb at W io n Confidential 11 Solve IT Fast
- 12. iSolve Architecture Management Monitoring Help Desk Enterprise Problems CMDB Portal Companion: Customer Fast Lookup Portal Quick Search Web Services API Default Presentation Updater Content iSolve Engine Update Softlib Server Database Vendors’ Tech Info iSolve Data Sphere Internal Tech Info Info Bits Web Tech Info Favorites Confidential 12 Solve IT Fast
- 13. iSolve Internal Information Architecture iSolve Internal Technical Information E-Mails iSolve Connectors Service 3rd Party Connectors File System ODBC Sharepoint Websphere Connector Connector Connector Watch Folder DB DB Sharepoint WebSphere Confidential 13 Solve IT Fast
- 14. iSolve Technological Edge Data Analyzing Technical terms identification Resource structure dependency Ranking Analyze input before match Personalized result prioritization Resource location in the library Resource type Error solution display Identify solution scope within resource document Expand full resource in context and easily move to the next highlighted result Confidential 14 Solve IT Fast
- 15. Demo Confidential 15 Solve IT Fast
- 16. ITIL & iSolve IT Service IT Service Capacity and Availability and Continuity Performance Batch Level Service Impact Management Management Management Management Management Event Escalation & Release Service Management Delivery Alarming Management Discovery and Reconciliation IT Service and Monitoring Automation and Software IT Change Deployment Incident Management Service Support Management Hardware Service and Resource Problem Software Service Desk Processing Monitoring Management Asset Management Configuration and Inventory Management/CMDB Account Mgmt Confidential 16 Solve IT Fast
- 17. How iSolve will Benefit your Organization • Cut end user downtime • Scale technical support and help desk capacity without added personnel • Reduce Support Escalations • Leverage existing organizations’ knowledge base / files • Provide consistent/standard problem-solution match • Automatically keeps your IT technical information up-to-date • Lower cost of support tickets Cost Source: Microsoft Corp. Confidential 17 Solve IT Fast
- 18. Customer Testimonials iSolve enable our IT team to solves most of the errors and mission critical events before engaging high cost help desk personnel. Using iSolve reduced the IT team calls for tech support by 80% . iSolve saves us lots of time and money Mr. Tuvia Friedlander, IT Infrastructure Division Manager, iteam – Mizrachi-Tefahot Bank iSolve makes all the relevant IT technical information available across our IT organization. By that iSolve allow us immediate and easy error messages solving, shorten the duration of our mission critical application crashes, and cut down the duration of our system maintenance. iSolve also allow better dissemination of our internal product development and tech support documentation. iSolve is a purchase that pays for itself in a very short time Mr. Shlomo Amar, Connectivity Department Manager, Infrastructure division, Leumi Bank Confidential 18 Solve IT Fast
- 19. Thank You 19
- 20. iSolve in The BAM Environment EPC-00063 Confidential 20 Solve IT Fast
- 21. iSolve Proof of Concept (POC) Concept Presale engineer will sit next to a support (or customer support) agent and offer resolutions from iSolve. No cost or commitment to purchase Low resources, fast results Procedure Identify problem area Allocate information Parallel to support agent activity show iSolve results. Test quality and speed Provide customer with result presentation Confidential 21 Solve IT Fast
- 22. Competition Analysis Market iSolve Others Knowledge Management vendors -Augments KM systems -Built to create and manage -Combines multiple source of generic documents OR generic OR information (Internal/Vendor/Web) customer contacts -Delivers Vendor information with -Include generic search CRM for Customer Service automated update -Tailored “technical search” algorithms -Web Self Service Enterprise Search -Delivers Vendor information with -Built to search generic documents automated update -No internal knowledge -Tailored “technical search” algorithms -Web Self Service -Connects to BSM solutions like BMC Patrol Confidential 22 Solve IT Fast
- 23. iSolve, the IT Technical Information Portal Confidential 23 Solve IT Fast