Radically Different Support ModelNeeded for Post Cloud WorldJim McDonnell – President, Americas & Chief Product OfficerDec...
Today’s Fractured Support Model will Grow Worse    Business wil have   6x the number of          23%               These i...
Chaos              Service   Cloud Service   Vendor             Customer      Providerwww.solvedirect.com
A Dynamic Support Network Will...      On-Board new                                   Cut the cost to resolve   Solve clou...
Organized Ecosystem            Self-managed integration         Workflow libraries            Contact & invite partners   ...
Industry Opportunity     1B IT incidents are processed globally every month     23% of incidents require two or more servi...
The Service Management Experience - Before                                    Parties involved:             the Service Cu...
The Service Management Experience - After                                   Parties involved:            the Service Custo...
Workflow Mapping to Standardized Model                       The transactions of the service partner                      ...
Transforming Support Delivery                 with a Dynamic Support Network    •    Started deployment in 2010 with pilot...
Kapsch: Large Scale & Real Time IOT Deployment  Kapsch     TrafficCom       provides  high-  performance      intelligent ...
Kapsch Enabled Multisourced Support at Scale With a Support Ecosystem from SolveDirect     SolveDirect delivered first pro...
A Dynamic Support Network for Cloud Services        Seamless support         360 degree view        Active SLA mgmt       ...
SolveDirect: a Proven Track Record                      12 years experience as a cloud integrator                    700 p...
Jim McDonnell  President, Americas & Chief Product Officer                         jim.mcdonnell@solvedirect.com          ...
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Radically different support model needed for post cloud world by jim mc donnell, president, americas & chief product officer solvedirect

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  • Hi Khazret, could you please delete this presentation. Thanks in advance. Regards, Jenny
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Radically different support model needed for post cloud world by jim mc donnell, president, americas & chief product officer solvedirect

  1. 1. Radically Different Support ModelNeeded for Post Cloud WorldJim McDonnell – President, Americas & Chief Product OfficerDecember 2012 www.solvedirect.com
  2. 2. Today’s Fractured Support Model will Grow Worse Business wil have 6x the number of 23% These incidents take cloud service of incidents today 32% longer to require outside help resolve providers by 2016 Adds significant cost More complex Impossible to manage end- to-end SLA’swww.solvedirect.com 2
  3. 3. Chaos Service Cloud Service Vendor Customer Providerwww.solvedirect.com
  4. 4. A Dynamic Support Network Will... On-Board new Cut the cost to resolve Solve cloud support cloud service providers cloud support cases by cases 88% faster vs. 50% or more 25% faster point-to-point Improve customer experience Reduce cost and complexity Achieve active service level managementwww.solvedirect.com 4
  5. 5. Organized Ecosystem Self-managed integration Workflow libraries Contact & invite partners Reporting & KPI’s Distributed hubs Rich portal Public / Private cloud support Mobile accesswww.solvedirect.com 5
  6. 6. Industry Opportunity 1B IT incidents are processed globally every month 23% of incidents require two or more service participants to solve Most integration today is done via “swivel chair” – rekeying data 16.5M $6B person hours opportunity costs per month lost annually owing to productivity lack of integration “If we calculate only ten minutes per ticket saved by a store manager (because he does not have to call in vain until he reaches the right service technician and he does not have to control when the device is finally repaired), the time saved adds up to 80 working days considering the 3885 tickets.” Roland Hahn, Head of IT-Service, SPARwww.solvedirect.com 6
  7. 7. The Service Management Experience - Before Parties involved: the Service Customer, the Cloud Service Provider, the Vendor (1) Something is wrong, I call the servicedeskEnd User (6) Part arrived, (5) Part is shipped technician dispatched (7) Solution Technician provided Service Customer Cloud Service Provider Vendor Servicedesk Servicedesk Servicedesk (3) I have a temporarily (2) I need external solution, but we need (4) Part is ordered support to change a partwww.solvedirect.com
  8. 8. The Service Management Experience - After Parties involved: the Service Customer, the Cloud Service Provider, the Vendor (1) Something is wrong, I call the servicedesk End User (7) Solution Technician provided Service Customer Cloud Service Provider Vendor Servicedesk Servicedesk Servicedesk SolveDirect connects ITSM Applications (Ticket Systems, Servicedesk Applications) for seamless process integration.www.solvedirect.com
  9. 9. Workflow Mapping to Standardized Model The transactions of the service partner workflows are mapped to the standard I need external transactions of the Grid Core support SolveDirect ServiceGrid Customer specific Workflow Provider specific Workflow mapped to the Core Grid Core mapped to the Core Entitled! escalate OPEN New Request  received ACKNOWLEDGED Logged I take over! ...with best regards  progress INPROCESS In Investigation progress UPDATED New Info Provided I need add‘tl information! ? hold by provider HOLD Hold SLA  solution provided SOLVED Service Recvored solution accepted CLOSED Closed  Great, Thank you, accepted! here is your solution... Messages Calls History Messages Each update of the service case is stored in the SolveDirect data base using the SolveDirect canonical formatwww.solvedirect.com 9
  10. 10. Transforming Support Delivery with a Dynamic Support Network • Started deployment in 2010 with pilot partner • Currently live with ~40 partners / customers • Adding a connection every ~8 weeks • Focus on incident management + RMA Use Cases Business Impact Acquisition Integration 25% 25 faster case minutes saved Premium Service resolution per case Collaborative Partner 8% 88% increase win & faster Solution Level renew rates deploymentwww.solvedirect.com 10
  11. 11. Kapsch: Large Scale & Real Time IOT Deployment Kapsch TrafficCom provides high- performance intelligent transportation systems as a one-stop shop by providing products and subsystems, by developing end-to-end solutions, including services for technical and commercial operations. Kapsch Electronic Toll Collect 18,000 41 lanes of countries of traffic operation 280+ 70M projects on-board delivered deviceswww.solvedirect.com 11
  12. 12. Kapsch Enabled Multisourced Support at Scale With a Support Ecosystem from SolveDirect SolveDirect delivered first project in "The integration of all 2004, recently completed 280th service processes globally across dozens of different Orchestrate hundreds of support systems and hundreds of local suppliers on one partners - 41 countries, 5 continents platform enables enterprise- wide management of processes and central 7x24 mission critical operation & support and operation for all major downtime revenue loss installations worldwide. We can manage our suppliers actively, implement time- 78% faster time to on-board new critical projects successfully partners using SolveDirect and have complete transparency and consistent reporting,” Kapsch consistently outpaces peers Gerhard Hudecek, Vice President Technical Operations with 42% YoY growth in FY2012www.solvedirect.com 12
  13. 13. A Dynamic Support Network for Cloud Services Seamless support 360 degree view Active SLA mgmt Downtime alertswww.solvedirect.com 13
  14. 14. SolveDirect: a Proven Track Record 12 years experience as a cloud integrator 700 projects delivered for Global 1000 clients Standardize library of 1,200 multisource support best practice workflows Accelerators for 70 industry leading support systems Named a 2012 Gartner Cloud Services Cool Vendorwww.solvedirect.com 14
  15. 15. Jim McDonnell President, Americas & Chief Product Officer jim.mcdonnell@solvedirect.com +1 408 524 1671 Service Integration BLOG Connect via LinkedIn Connect via Xing Follow on Twitterwww.solvedirect.com 15

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