IPsoft Brochure

1. RAbout us

2. “
IT organizations
that embrace
autonomic
solutions
will gain
”
marketplace
advantage.
..
— Deloitte Consulting
.
[who we are]
The infrastructure of tomorrow...
...will not be managed by people, but by expert systems.
IPsoft was founded in 1998 by a group of New York University faculty and staff mem-
bers who had a bold vision: to optimize IT through expert-system driven technology.
The idea, in a manner of speaking, was to “clone engineers’ brains.”
We lead the industry with our groundbreaking technology.
Automation is the hallmark of IPsoft’s service model. Our automated systems proactively
resolve more than half of all problems without human intervention. IPsoft’s position as
the only MSP to deliver automatically-enabled IT infrastructure management has been
validated by third parties such as Deloitte Consulting. According to Deloitte: “Manual
processes cannot consistently provide the level of service and quality required to satisfy
the performance objectives of today’s business applications… IT organizations that em-
brace autonomic solutions today will gain marketplace advantage.”
Our clients realize major cost savings.
Large businesses that outsource IT typically see a 20-35 percent drop in operating costs.
Small and medium-sized businesses generally realize a 30-45 percent reduction in costs.
As for IPsoft? We have roughly doubled our gross revenues for four straight years, and we
are on a trajectory to continue this rapid growth.

3. ..
. Our mission is to optimize IT.
IPsoft’s competitive advantage lies in two key areas:
its automation and its ITIL-aligned service management suite.
Delivery Process
Integrated Service Si x Si g m a Pro ce s s Fra m e wo r k
Delivery Platform I T I L Co m p l i a n ce
Business Requirements
T ier 1/2/3 - Au to n o m i c E x p e r t Sys te m s
IT Costs Alignment To Busine
D i s t r i b u te d K e r n e l - V i r t u a l i zed Platfor m
T ier 4 - Engi n e e r i n g Ad m i n i s t rato r s
cess S
Pro
Pay-Per-Use Utility Ba
3 u Resources Scalability On-D
No Capex Requirme
pp
V
Co m m o d i t y S e r vers
ITIL
People
E M C Sto ra g e
Platform
or t
[what we do]
Management Technology
I nte g rate d M a n a g e m e nt
I n f ra s t ru c t u re
I P ce nte r
IPcenter, IPsoft’s ITIL-aligned, consolidated IT Service Management suite, enables
clients to enhance ITSM productivity, re-focusing critical personnel on creating value
for the business rather than managing software products through mature process
automation and tight integration of traditionally disconnected service modules. IPsoft
is the only MSP with a service delivery model that optimizes four key business drivers
behind outsourcing: Cost, Risk, Service and Innovation.

4. ..
. Competitive edge
IPsoft stands out in the marketplace, avoiding the pitfalls of our rivals.
Other service providers are struggling with the challenges of resource scaling, process design, and
tooling. IPsoft has leveraged its autonomics, its consolidated approach to service delivery, and its
.
ability to customize its service delivery processes to individual customers and partners.
automation technology for scalability and reliability
Other MSPs
• Limited to no automation
56%
[how we compare]
• Maturity of automation limited
of issues are resolved
to scripts and disconnected agents
without human intervention
• Typical industry focus for
operations depends on manual • Proven technology in use worldwide
• Proven technology in use worldwide
processes and labor arbitrage.
• Higher availability, lower TCO,
reduced Mean Times to Resolve and Repair
. Consolidated control
Other MSPs
• Black box approach
• Centralized portals,
but limited to no consolidation
30%
is the average cost productivity
• Disparate toolsets, leading to gain businesses realize through
inefficiencies in service delivery consolidated management
• Control vests with supplier, • IPcenter portal consolidates all IT
while client exercises little or no management functions within a single framework
control on change management • Full transparency into IT operations;
and priorities the customer sees what IPsoft’s engineers see

5. Other MSPs
. Cost savings
• Lack of consolidation and au-
tomation requires staffing of high
numbers of low-level engineering +/-30-35%
staff to meet call and ticket demand is the average cost differential
over like-services offerings
• Escalating wages on a global basis
mean constantly increasing over- • Consolidation and automation
head, putting pressure on margins deliver operational efficiencies that are
passed on to the customer
• High overhead = high costs
• Low operational overhead
Other MSPs
. Quality of service
• Response times do not compare
favorably to 6 minute averages
>96.3%
• Manual support processes are of customers consistently
subject to human error provide positive feedback
• Industry-leading Mean Times to Respond
• Large staffs of mostly lower-level (< 6 min. avg. on all service transactions)
technicians negatively impact times
to respond and lengthen escalation • Reliable automated processes
times, impacting resolution times • Staffed solely with senior engineers, ensuring first
.
responder is able to resolve majority of issues
Value leverage
Other MSPs
• Industry average of ~27 cents of
every client dollar goes back into
support technology
$.72
of every client dollar is invested back
• Many hidden or incremental, into support services and technology
“per-incident” charges erode value • IPsoft engineers operate as extensions of internal
to the end customer IT teams, not as “vendors” or “consultants,”
creating stability in ongoing cost structures

6. ..
. Intelligent solutions.
IPsoft manages your entire technology stack, from the network layer
to complex business processes and custom logic.
[our services]
IPsoft offers a comprehensive monitor- By choosing IPsoft as their managed
ing and management solution that spans a services partner, customers can quickly
customer’s entire enterprise, operates 24 x 7 and successfully deploy top-to-bottom
and is supported by a team of experienced monitoring of their IT infrastructure without
Level 3 and Level 4 engineers in IPsoft’s incurring platform, implementation, and
worldwide Network Operations Centers. training costs.

7. * This equation just kept your system from going down.
* This equation just kept your system from going down.
Creative solutions.
IPsoft offers a full range of IT outsourcing services, from manage-
ment at the component, device and network level to the analysis,
design and management of complex processes.
Service desk Consulting
Our comprehensive service desk services from our We provide consulting services for data center,
worldwide Network Operations Centers encom- network and CRM/ERP design, application
pass Levels 1-4 activities, including run book-based design and development, virtualization design
triage, business process and incident-based escala- and strategy, security, disaster recovery and green
tion and event troubleshooting and remediation. consulting.
Systems integration WAN optimization
Our systems integration unifies all of the processes We monitor and manage Blue Coat, Cisco,
and resources of each network and system func- Riverbed and Packeteer WAN optimization
tion and provides efficient data sharing, interfacing devices to speed up application response times,
between applications, optimum system performance reduce bandwidth costs and increase employee
and system-wide security. productivity.
Communications Virtualization
Our services include VoIP and IP Telephony. We provide VMware, XEN-based, desktop,
IPsoft supports Cisco Unified Communications, Solaris-based and AIX-based virtualization.
Unified Messaging and video conferencing, Other services include server consolidation,
and manages Avaya, Nortel, Lucent and Turret data center optimization and disaster recovery
systems. and business continuity solutions.
Hosting support Business process management
We are a vendor-neutral MSP and maintain Our business process autonomics help clients
relationships with leading data center providers. optimize and improve their evolving enterprises.
IPsoft offers systems/network design, security con- Our suite of services includes process modeling,
sulting and large-scale web hosting/e-commerce infrastructure deployment and process life cycle
implementations. IPsoft-managed data centers management, with specialties in finance and ac-
offer robust IT infrastructure and strong security. counting, media services, security and call center.

8. [worldwide]
We’re growing.
IPsoft is headquartered in New York, with offices in San Jose, CA; Austin, TX;
Overland Park, KS; Chicago, London, Amsterdam, Frankfurt, Stockholm and Bangalore.
We’re planning to expand even more.
New York London Amsterdam
Frankfurt San Jose Bangalore

9. [our clients] ..
. You name it, we serve it.
Finance. Media. Retail. Market research. Technology. Health
care. Government. Insurance. Fashion. The list goes on and on.
You’ll recognize lots of our clients — many are household names.
“
It’s a classic example of
great team work.
We made the correct choice when
”
selecting IPsoft as a partner.
— Victor Colon
CIO, American Standard
“
The IPsoft relationship gives us
access to key skills
that we don’t have within our own compa-
ny. [IPsoft’s] monitoring and management
”
system…is the best in the industry.
— Ole Schreiner
Vice President, Funcom

10. .. Dashboard view.
IPsoft is spearheading industry-wide trends with IPcenter v3, our new ITIL-
aligned management suite. Clients are allowed the same view as our engineers.
IPcenter v3 in a nutshell
• End-to-end automation: Every task moves from
start to resolution in the shortest possible time.
• Integrated ITSM framework: A consolidated
command console integrates management tools and
allows data to flow seamlessly between applications.
• Programmatically enforced process engineering:
Best practices aligned with the process engineer-
ing concepts of 6-sigma. Process adherence auto-
matically enforced to help yield consistent business
outcomes.
IPautomata
• Ad Hoc reporting capabilities: Transparency into
all aspects of the service delivery process is assured IPautomata, a v3 module, learns from human
through rich user-customizable incident and prob- engineer remediation sequences, thereby providing
lem reporting, device-level performance graphs and ongoing autonomic remediation:
detailed service level reporting.
• True problem resolution in seconds
• ITILv3 alignment: IPcenter v3 is based on ITIL
v3’s conceptual alignment of IT service functions • Intelligent diagnostics that dramatically reduce
with business goals. Interface features configurable time to respond and resolve
portals for service design, service transition, service
operation, service delivery management, and con- • Up to 1000x faster than manually-driven
tinuous service improvement resolution

11. ..
. The future begins now.
Expert systems are the future of IT —
and IPsoft is leading the way.
By 2014
90%
of all North American companies
will be using Remote Infrastructure
Management Services.
[our vision]
— Gartner Inc. projection
September 2009
“
IPsoft is a company with
a big dream and big dreamers,
who differentiate themselves
by the ability to execute.
We will continue with our drive to
innovate. We will transform the way
infrastructure is managed today. We will
not just earn a living, but we will create
a new world order of expert systems that
”
govern information technology.
— Chetan Dube
IPsoft President and CEO

12. www.ipsoft.com