1. Radically Different Support Model
Needed for Post Cloud World
Jim McDonnell – President, Americas & Chief Product Officer
December 2012
www.solvedirect.com

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’s
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3. Chaos
Service Cloud Service Vendor
Customer Provider
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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
management
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5. Organized Ecosystem
Self-managed integration Workflow libraries
Contact & invite partners Reporting & KPI’s
Distributed hubs Rich portal
Public / Private cloud support Mobile access
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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, SPAR
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7. The Service Management Experience - Before
Parties involved:
the Service Customer, the Cloud Service Provider, the Vendor
(1) Something is
wrong, I call the
servicedesk
End 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 part
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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.
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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 format
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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 deployment
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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 devices
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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 FY2012
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13. A Dynamic Support Network for Cloud Services
Seamless support
360 degree view
Active SLA mgmt
Downtime alerts
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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 Vendor
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15. Jim McDonnell
President, Americas & Chief Product Officer
jim.mcdonnell@solvedirect.com
+1 408 524 1671
Service Integration BLOG
Connect via LinkedIn
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Follow on Twitter
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