To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=321 Faced with continued cost pressures, as well as growing business unit demand for new services and higher service levels, IT is about to make transformation. IT is having to align their services with the needs of the business, develop standardized process and improve overall internal customer satisfaction. Arguably the most important tool to deliver these demands is the Service Catalog.

1. Service Catalog Building a Business Case Barclay Rae Global Head of Services

3. Axios Systems Timeline Windows Web Web 2.0 Green-Screen Axios founded assyst Classic launched assyst Enterprise launched Entry into the US market Axios ranked #1 vendor in HDI 'Customer Experience' report Expansion into Canada Axios retains #1 vendor ranking in HDI 'Customer Experience' report assyst launched on Java architecture Further expansion in the US, Europe and entry into Asia Pacific Axios awarded Software Company of the Year First in the world to achieve BS 15000 certification Entry into Middle East and Africa The number of assyst end-users tops 10 million Axios awarded Software Company of Year (again) Axios rated #1 vendor for 3rd time in succession in HDI 'Customer Experience' report Expansion into Russia, Eastern and Southern Europe and South America Axios wins International Excellence Award Expansion within Middle East ITIL V1 ITIL V3 ITIL V2 assyst 8 Launched US Expansion European expansion begins assyst 9 Launched Service Catalog SaaS 1988 2005 1990 1995 1997 2000 2001 2003 2004 2006 2007 2008 2009/10

4. Service Catalog – What is it?

5. The Service Catalog This is a Service Catalog?

7. User Request View

8. Service Catalog – From Service Definition to Service Fulfillment

9. Service Value Management and ITSM CMDB Service Catalog IT components and infrastructure Each business service or process is defined as a supply chain of IT components, taken from the CMDB The CMDB holds information on all IT infrastructure and components, and their relationships IT Intelligence Business Intelligence IT business services

10. Service Catalog Hierarchy

11. Service Catalog Hierarchy – Non-IT

12. Service Catalog Hierarchy – Non-IT

14. What are the Benefits?

20. 3 Steps to Building a Business Case

22. Building a Business Case CUSTOMERS What IT services are key to you? Key people Key systems Key departments Key times/targets When do you need them? How quickly do you need them restored? What support information do you need? What reviews do you need? IT SERVICE PROVIDER What IT services do you provide? Infrastructure Networks Applications Service/Help Desk Procurement Projects What are your resource levels? 3rd party contracts? What levels of service can you provide? SLM PROJECT Planning Workshops Negotiation Facilitation Documentation Build Service Catalog Set up reporting Set up review mechanisms Plan full implementation Ongoing support as needed

23. Business Case Example No. of users x requests per year x Service Desk staff time per request x loaded staff cost Service Desk annual costs: Service Desk cost of handling requests No. of requests x elapsed delivery time x cost per (user) unproductive time Cost of unproductive time: No. of human interactions x average time per interaction x no. of requests x loaded staff cost Total intervention cost per year: Cost per non-standard request No. of requests x elapsed delivery time x cost per (user) unproductive time Cost of unproductive time: No. of human interactions x average time per interaction x no. of requests x loaded staff cost Total intervention cost per year: Cost per standard request

24. ROI 17 316,450 949,350 772,900 346,450 -170,000 Net Cost/Benefit 100,000 300,000 60,000 70,000 170,000 Project Costs 416,450 1,249,350 832,900 416,450 0 Savings Expected NPV Annualized Total Year 3 Year 2 Year 1 Summary of Expected Savings & Project Costs

25. Going Forward

27. Basic implementation Strategy workshop Design - workshop & build Training Build services in Service Catalog Process development Publish and review

30. Any Questions? Axios Systems Details: www.axiossystems.com [email_address] http://twitter.com/axios_systems http://www.servicecatalogblog.blogspot.com Service Catalog Resources: Sharon Taylor Webcast Sharon Taylor White Paper Webcast Series: 03/14/10 Designing Your Services Within A Service Catalog 04/21/10 Rapid & Relevant SLAs: Integrating Service Catalog With Your Business 05/19/10 Service Catalog Reporting: Step Your Metrics Up A Gear More information can be found on the Axios Systems website. Information on the assyst Service Catalog can be also be found on our website.