Supportworks Enterprise Support Platform

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1 Supportworks Enterprise Support Platform An integrated application platform and development environment for delivering Service Management and Business Processes Automation solutions Business Process Workflow Call/Ticket Request Management Communications Management Service Level Management Resource Planning and Scheduling Knowledge Management Enterprise Integration Management Reporting

2 Overview Supportworks ESP (Enterprise Support Platform) provides a fully integrated solution for automating and managing Request and Service Management related business processes. Supportworks ESP is the foundation of Hornbill s Employee, Customer and Business Support solutions. Optimising Service Management with Supportworks ESP At the heart of the platform are core modules that provide service level management, escalation, notification, , approvals, connectivity, enterprise integration, concurrent application management and deployment, and a sophisticated yet user-friendly graphicallydriven workflow automation engine. To provide the very best user experience, the platform includes a fully-scriptable forms environment with a simple drag-n-drop design interface for changing or designing forms, even while the application is live. The entire platform is built on Hornbill s high performance and scalable Non-Polling Architecture (NPA), creating one of the most complete and comprehensive application frameworks available today for delivering Service Management solutions. Better than a general-purpose development environment Because Supportworks ESP is designed specifically to automate business processes relating to Service Management disciplines, significant cost benefits can be gained by using Supportworks ESP over a general-purpose development environment for implementing your service management requirements. The combination of built-in Service Management components coupled with the drag n drop configuration environment, automatic design-rule checking and configuration wizards ensure that applications are fast to build, change and deploy. Supportworks Enterprise Support Platform Framework Maximum functionality right out of the box The framework components built into the Supportworks platform are sophisticated and comprehensive. The applications simply tie these components together in an appropriate configuration to meet your specific business needs. The seamless integration of these components provides users with a single, modern user interface that is easy to navigate. Request/Ticket Management One of the primary functions of Supportworks ESP is the generation, management and tracking of requests. These requests may be generated by an operator, or automatically from any number of sources including the web, , WAP, SMS, or by enterprise applications or system management solutions. Full tracking, monitoring, audit trail, ownership and security of tickets are managed automatically by the Supportworks ESP platform, providing comprehensive free-text searching and rapid call retrieval capability. and Communications Supportworks ESP includes an application-level mail server that provides comprehensive shared mailbox functionality and full support for file attachments. This server fully integrates into your preferred corporate mail solution, including Microsoft Exchange, Lotus Notes and other Internet-compatible systems. Supportworks ESP also includes the ability to define and run personalised bulk electronic mail shots for instant communication with multiple customers. Customer surveys may be created and delivered using and the Web, offering instant reporting on customer satisfaction levels.

3 Scheduling/Calendar Supportworks ESP includes complete scheduling and calendaring functionality that provide personal and shared calendars, multiple time zone support, and resource scheduling, which enable time management of both people and facilities, customer call-back scheduling, resource blocking and resource availability-based call/ticket assignment. Productivity Tools Supportworks ESP provides a number of tools designed to raise user efficiency. templates, bulk mail, correct-as-you-type spell checking, auto-complete data entry and keyboard shortcuts ensure minimal keystrokes are required for data entry and request handling. Operator scripting, user availability indication, CTI integration, smart tool-tips and a report wizard are just a few of the productivity tools that guide users in the effective operation of the application and assist them in their job functions. Knowledge Management Supportworks includes a fully-featured knowledgebase that can be used to organise and index standard Microsoft Office documents, PDF documents, FAQs and structured knowledge documents. Multi-level problem and solution profiling provide the ability to define solutions to known problems and issues. Pre-defined operator scripts guide inexperienced operators through a series of questions that adapt based on the provided answers to assist with issue resolution. Management Reporting and Monitoring Supportworks ESP includes a comprehensive range of features and tools for providing real-time and regular management reporting capability. Simple ad-hoc reports can be created using the report wizard. Reports are available in data and graphical format and can be scheduled to run periodically, with automated distribution to management or customers via , FTP or the Web. Service Level Management Supportworks ESP includes a fully configurable Service Level Agreement (SLA) engine, with support for international time zones. Service Level Triggers define escalation and notification options, which include the pop-up Supportworks Messenger, and even SMS text messages to mobile phones. In addition, back-to-back SLAs can be used to monitor the performance of third-party service providers. Business Process Automation and Workflow Supportworks enables easy business process automation through a combination of process rules, integration and dynamic user interface elements. The optional Visual Process Manager component provides a GUI interface that enables a non-technical user to create or modify business process automation logic by drawing a simple flowchart. Web Ready Supportworks ESP provides a number of Web based interfaces that provide relevant information to customers and support analysts alike. Customer SelfService, Analyst Portal, Web Client and PDA clients are all available. Comprehensive User Rights Management Supportworks ESP provides comprehensive user rights management that enables granular control over access to every aspect of the application down to the individual system user. Supportworks ESP is designed to work in an environment where multiple Service Management disciplines are fully-integrated. This is reflected in the rights management system, ensuring both system and data integrity at all times. Application templates for out of the box solution delivery Hornbill provides a range of pre-fabricated application templates designed to provide an out of the box starting point for common Service Management disciplines. These templates can be easily revised and adapted as your business evolves.

4 Solution Features Unique Non-Polling Architecture Supportworks ESP provides a highly scaleable and flexible application framework. At the heart of this solution is Hornbill s unique Non-Polling Architecture (NPA). The system has been designed to provide significant scalability. Typically, the data sent between a client and server in an NPA environment will see traffic levels reduced by as much as one hundred times compared with conventional client/ server designs. Because the volume of traffic is so low, the load on the workstations, servers and of course the network itself is also significantly reduced. Supportworks ESP is built primarily on open standards and makes best use of web technology. Supportworks is a truly scaleable solution and yet is good value for money and is very light on network resources. It is now proving to be extremely flexible and easy to develop, enabling us to extend its use and to deliver a full IT Service Management system that Atos Origin will use for the future Olympic Games. Atos Origin Olympic Games Enterprise Class Integration Hornbill s integration strategy focuses on common open standards, ensuring maximum integration between Supportworks ESP and other systems. One of the key strengths of applications built using the Supportworks ESP platform is the ability to consolidate access to multiple third-party systems and data sources to present both the user and customer with a single, consistent user interface, removing the need to access many different desktop applications. The Supportworks Rich-Client This is the most functional user interface providing a full Windows GUI, system administration and designer functions, plus , calendar, reporting and knowledge base interfaces. Despite its comprehensive capabilities, the full Windows client can be deployed to a workstation via the web, package deployment solutions or even a login script. The Supportworks Analyst Portal This web-based, zero client interface makes use of only HTML/DHTML and provides a comprehensive analyst interface for mobile support professionals. Based entirely on DHTML, this interface is designed to work on any platform with any common browser.

5 Hornbill s Supportworks helpdesk solution, for example, will run on many SQL databases including the MySQL database. We have been very impressed with the overall performance and reliability of the system proving that there is no inherent reason for applications to run only on a Microsoft database. Addleshaw Goddard Database Connectivity Supportworks ESP has been designed to work with all common database platforms including MS SQL, Oracle, MySQL, Sybase and Interbase. Supportworks ESP is shipped with a full SQL Server which can be used, if desired, removing the need to purchase database licenses separately. Supportworks ESP is also equipped with tools that allow the application s database schema to be managed independently of the database platform that is used. The GUI tools are intuitive and greatly simplify the task of modifying the database schema. Client Interfaces Supportworks ESP includes a number of user interface options, each one optimised for a specific job. The ethos behind the design of Supportworks has been to choose the right technology for the right job. The range of client interfaces available reflects this ethos. The Supportworks SelfService Portal This web-based, zero client interface is designed specifically to allow customers to view and manage their own support tickets and requests. Customers may be granted permission to log, update and close tickets, and to access the knowledgebase from any browser. Unlimited customer access is available, making this a cost-effective method of providing customer SelfService. The Supportworks PDA Client This web-based, zero client interface is optimised for use on any wirelessattached handheld device that provides internet browser capability. This interface can be used by mobile support professionals who do not have easy access to a workstation.

6 Solution Features The Business Application Development Environment Supportworks ESP is designed to allow service management solutions to be rapidly developed and easily deployed. Hornbill provides a number of prefabricated application templates that commonly provide an 80-90% functional fit out of the box. Using the Supportworks ESP development environment templates are easily altered to provide a 100% fit to each business requirement. Simple customisation requires no coding or scripting. The drag n drop GUI tools and wizards allow changes to be made by any competent IT professional. Comprehensive and Powerful Developer Environment Where complex functionality or business processes are required, the environment provides a fully scriptable forms environment that allows complex business logic to be added to system forms, providing dynamic form content, input and workflow validation and integration capabilities far beyond the capabilities of other comparable solutions. Fully Scriptable Forms Environment The forms environment is event-driven and fully scriptable, and is comparable in many ways to common visual development environments such as Visual Basic or those found in common Office applications such as VBA. Using the industry-standard JavaScript 1.5 implementation (ECMA-262, revision 3) and a visual script editor that includes Intellisense functionality, Supportworks ESP provides a simple, intuitive development environment that is easily mastered by any IT professional with basic web or VBA scripting skills. The comprehensive development environment allows organisations to stretch the boundaries far beyond what has been previously possible with other Service Management solutions.

7 Jump-Start Wizards Most of the complex developer tasks have been automated by providing a number of wizard interfaces for creating reports, forms and complex data controls. This considerably reduces the development cycle whilst also reducing the level of experience required to modify the application. Supportworks has helped us to transform our e-service and the speed of response to our customers. It underpins our customer service approach and gives us the ability to provide excellent service regardless of the communication media. Sharp Electronics Business Logic / Visual Process Management Engine (VPME) The Supportworks ESP platform provides a fully-configurable business process workflow engine enabling you to change the business logic and workflow to meet exacting business processes. Workflow can be designed graphically and applied to the application without the need to shut down the application or servers, ensuring maximum availability. Application Deployment & Management Supportworks ESP has the ability to run multiple business applications concurrently on the same server. This allows each user connected to the system via one or more of the client interfaces to have a different application presentation and business process rules designed to support their specific job function. Supportworks ESP manages and automates the deployment of these applications in a similar manner to that of a typical Web-based application, removing the need for any business-application-specific installations to the workstation. We now have three, and are about to have four service desks working through Supportworks and the obvious benefit of that is the economies of scale. Ultimately, we can have one operative able to work three or four support desks and as you d appreciate, there are efficiencies with that. McDonald s Restaurants

8 System requirements Supportworks Server: Microsoft Windows NT Workstation or Server 4.0 (SP6a), Windows 2000 Professional or Server (SP1), Windows XP, Windows Server 2003 or newer Intel Pentium 1GHz processor or better 512 MB of RAM or better SCSI disk subsystem TCP/IP networking installed and configured Supportworks Client: Microsoft Windows NT, 2000, 2003, XP or newer 256 MB of RAM (or higher) Microsoft Internet Explorer 6 or better installed TCP/IP networking installed and configured 1024x768 true colour display (1280x1024 preferable) Hornbill Systems Ltd. Ares Odyssey Business Park West End Road Ruislip HA4 6QD UK Hornbill Systems, Inc 245 Park Avenue 39th Floor New York NY USA Member of Promoting the legal Asset Management Group Supportworks and Assetworks are trademarks of Hornbill Systems Limited. All other company or product names are trademarks or registered trademarks of their respective owners. sales@hornbill.com Tel Fax Tel Fax Hornbill Systems pursues a continuous product development policy and reserves the right to amend, alter or remove any of the product references and characteristics herein published without prior notice.