Softlib Overview 09 05 28

1

May, 2009

iSolveMinimize The Time Between Detection and Resolution

August 2006

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� Company Overview

� The Need

� Our Solution

Agenda

3

Company Overview

August 2006

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Mission Statement: Becoming the Global Standard for

Incidents and Problems Solution Identification

� Who We Are:

� Privately held, backed by Athena and Docor

� Established in 2002 at Jerusalem HiTec-VL technological incubator

� Innovative, proven, solution identification product

� 10+ active enterprise customers

� Thousands of licenses in use

� Offices in Israel, NY, Brussels

� Patent granted

SoftLib Company Overview

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Selected Customers

6

The Need

August 2006

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The reason- IT Technical Information Complexity

Vendors’ Technical Information

.TXT

HTMLXML

Internal Technical Information

Web Technical Information

Sharepoint

WebSphere

ODBC

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Problem resolution/ Incidents Management Process

Identification Solution Execution

Solution Identification

25-50%

Source: Forrester Research & Customers Testimonials

The problem- MTTI (Meantime to identification)

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9

Our Solution

August 2006

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Problem resolution/ Incidents Management Process

Identification Solution Execution

Solution Identification

25-50%

Source: Forrester Research & Customers Testimonials

The goal-Immediate & Easy Solution Identification

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Vendors’ Technical Information

HTMLXML

.TXT

Intern

al Tech

nical In

formatio

n

ODBCWeb Technical Information

iSolve, the IT Technical Information Portal

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iSolve Architecture

Update

r

iSolve Engine

CMDBCustomer

Portal

Default Presentation

Content

Update

Server

Vendors’Tech Info

Web T

ech Info

Info

Bits

Inte

rnal T

ech Info

Favorite

s

iSolve Data Sphere

Help

Desk

Ente

rprise

Porta

l

Monito

rin

g

Proble

ms

Managem

ent

Web Services API

Companion:

Fast Lookup

Quick Search

Softlib Database

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iSolve Internal Information Architecture

iSolve Internal Technical Information

iSolve Connectors Service

File System

Watch Folder

ODBC Connector

SharepointConnector

WebsphereConnector

3rd Party Connectors

Sharepoint WebSphere

DBDB

E-Mails

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iSolve Technological Edge

Data Analyzing

� Technical terms identification

� Resource structure dependency

Ranking

� Analyze input before match

� Personalized result prioritization

� Resource location in the library

� Resource type

Error solution display

� Identify solution scope within resource document

� Expand full resource in context and easily move to the next

highlighted result

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Demo

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IT ServiceMonitoring

Availability and

Service Impact

Management

Service Delivery

Service Support

Service Processing

Account Mgmt

IT Service

Level

Management

Resource

Monitoring

EventManagement

andAutomation

Service

Desk

IT Service

Continuity

Management

Capacity and

Performance

Management

Batch

Management

Escalation &

Alarming

Incident

Management

Problem

Management

IT Change

Management

Release

Management

and Software

Deployment

Hardware and

Software Asset

Management

Discovery

and R

econcilia

tion

Configuration and Inventory Management/CMDB

ITIL & iSolve

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How iSolve will Benefit your Organization

• Cut end user downtime

• Scale technical support and help desk capacity without added personnel

• Reduce Support Escalations

• Leverage existing organizations’ knowledge base / files

• Provide consistent/standard problem-solution match

• Automatically keeps your IT technical information up-to-date

• Lower cost of support tickets

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Cost

Source: Microsoft Corp.

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iSolve enable our IT team to solves most of the errors and mission critical

events before engaging high cost help desk personnel. Using iSolve reduced

the IT team calls for tech support by 80% . iSolve saves us lots of time

and money

Mr. Tuvia Friedlander,

IT Infrastructure Division Manager, iteam – Mizrachi-Tefahot Bank

iSolve makes all the relevant IT technical information available across our IT

organization. By that iSolve allow us immediate and easy error messages

solving, shorten the duration of our mission critical application crashes, and

cut down the duration of our system maintenance. iSolve also allow better

dissemination of our internal product development and tech support

documentation. iSolve is a purchase that pays for itself in a very

short time

Mr. Shlomo Amar,

Connectivity Department Manager, Infrastructure division, Leumi Bank

Customer Testimonials

19

Thank You

Confidential 2020

EPC-00063

iSolve in The BAM Environment

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iSolve Proof of Concept (POC)

� Concept

Presale engineer will sit next to a support (or customer support) agent

and offer resolutions from iSolve.

� No cost or commitment to purchase

� Low resources, fast results

� Procedure

� Identify problem area

� Allocate information

� Parallel to support agent activity show iSolve results. Test quality and

speed

� Provide customer with result presentation

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Competition Analysis

�

-Built to search generic documents

-No internal knowledge

�

-Delivers Vendor information with

automated update

-Tailored “technical search”

algorithms

-Web Self Service

-Connects to BSM solutions like BMC

Patrol

Enterprise Search

�

-Built to create and manage

generic documents OR generic

customer contacts

-Include generic search

�

-Augments KM systems

-Combines multiple source of

information (Internal/Vendor/Web)

-Delivers Vendor information with

automated update

-Tailored “technical search”

algorithms

-Web Self Service

Knowledge Management

vendors

OR

CRM for Customer Service

OthersiSolveMarket

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iSolve, the IT Technical Information Portal