The document summarizes new features and the roadmap for assyst software versions 9, 9 SP1, 9 SP2, and beyond. Key new features include assystDiscovery for device discovery, surveys, chat, and wiki enhancements. Future versions will focus on improved usability, knowledge management, reporting, and interoperability with the goal of optimizing service value and integrating IT further with business goals.

1. Brian Kerr Senior Managing Consultant assyst 9 SP2 Overview & Roadmap

2. Customer Center

3. Feedback format… As a… I need… So that… & Cost to Ignore…

4. Agenda assyst 9 SP2 Overview New Features assystDiscovery Surveys Chat assystWiki Enhancements assystNET (End-User Interface) Event Monitors Search Knowledge Management Messages Overall Usability (e.g. Lookups as Pop-Ups, Drag & Drops, Reserve Event#) Management Forms in the web assyst 9 SP3, 9+1, …. Future Roadmap

5. New Features assyst v9, SP1 & SP2

6. assystDiscovery Our own Discovery Agent (assystDiscovery) ‘ Home page’

7. assystDiscovery

8. assystDiscovery

9. assystDiscovery

10. assystDiscovery

11. assystDiscovery

12. Service Requests

13. Service Requests

14. Service Requests

15. Tracking Progress in assystNET

16. Service Focused Dashboards

17. Surveys

18. Surveys

19. Surveys

20. Surveys

21. assystChat

22. assystChat

23. assystChat

24. assystChat

25. assystChat

26. assystChat

27. assystChat

28. assystChat

29. assyst Wiki - http://wiki.axiossystems.com/

30. Enhancements assyst v9, SP1 & SP2

31. assystNET Journey… Version 6.5 Version 7/7.5 & 8 Version 9

32. Tailored Experience

33. Improved Usability

34. Knowledge Management Enhancements Integration with Kaidara Knowledge Management from Servigistics Integration with Universal Knowledge Management from KPS Knowledge Field Size Increased & Rich Text enabled Ability to Chat from a Knowledge Procedure Ability to provide feedback on Knowledge Procedures

35. Knowledge Admin - Categories Image Maps to the End User Portal Ability to influence Sort Order Ability to discontinue as a group for easy management

36. Knowledge Admin - Procedures Rich Formatting Options Available Availability Dates Easy Promotion to End Users & Inclusion in Help

37. Rich Customer Experience

38. Knowledge Submission Quick Links to Chat Quick Links to FAQs

39. Knowledge Submission Submit New Knowledge

40. Submit Feedback Submit Feedback

41. Submit Feedback

42. Submit Feedback

43. Additional Dashboards

44. assystReset October 2010 Release

45. What is assystReset? Allows users to reset Windows Password Fully Audited Integrated with assyst Cuts down #1 call to Service Desks

46. assystReset Administration

47. Home Page

48. Accounts

49. Standard Question Set Up

50. Multiple Languages Supported

51. Tailored Messages

52. User View: Initial Set Up

53. Personalized Question Set Up

54. Creating your personal questions

55. User Confirmation of Success

56. User Forgets Password and gets Locked Out

57. Resetting the Password

58. 1: User is prompted with the Standard Questions

59. 2: User is prompted with their Personalized Questions

60. Password is Reset, Account is Unlocked

62. Requirements Client; Windows XP SP2 or SP3 Vista/Windows 7 support in roadmap Server; Windows 2003/2008 Assyst; assyst 7.0 upwards

63. assyst Integration For each of 4 events; User successfully changes password User failed to change password Service Desk successfully changes password Service Desk fails to change password Can specify; Log new Incident? Auto-close Incident? Which Import Profile to use?

64. Reporting Target: 9+1 Release Note: The following screens are mock-ups and subject to change for final release.

65. Reporting*

66. assystWEB Target: 9+1 Release Note: The following screens are mock-ups and subject to change for final release.

67. New Event Monitor

68. New Event Monitor (Description Expanded)

69. New Incident Logging

70. Roadmap

71. Looking Ahead… Key Concepts: Accessibility Enhancements WCAG 2.0 Compliant Improved Interoperability with Adaptive Computer Technology Multi-Lingual Features Multiple Translation for data (e.g. Actions, Categories, Products, Offerings, Knowledge) Reporting Wizard In-built GUI for charts/reports assystWEB Client: Look and Feel More Flexible Forms Enhanced Web Administration Enhanced Software Management Operations & Automation Process Automation assyst 8 Key Features: Process Designer & Mgmt Resource Manger Dashboards Asset Lifecycle Management: Purchase Order Processing Change Management: Maintenance Scheduling Interface Configuration Advanced Search Engine Impact Explorer Service Value Transformation Governance & Automation 9 +1 Service Value Optimization Managing Services 9 + 2 Key Concepts: Service Value Manager Predictive Processing Service Portfolio Manager Predictive Dashboards Financial Metrics Resource Modeling Benchmark Results SMART Mobile Interfaces Automated Team Assignments Increased assystWEB Personalization Enhanced Configuration & Asset Management Extended Discovery Interface Application Dependency Mapping Enhanced Risk Management Attracting the Business Integrating into the Business assyst 9 Key Concepts: Self-Service - assystNET Business Look-and-Feel Service Request Enhanced Approvals Integrated Surveys Chat Remote Control Service Catalog Graphical visualizations Request Fulfilment Device Discovery & Inventory Knowledge Management Integrations Improved Dashboards Business FSC

72. Thank You Any questions?