Summit Platform. IT and Business Challenges. SUMMUS IT Management Solutions. IT Service Management (ITSM) Datasheet. Key Benefits

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1 Summit Platform The Summit Platform provides IT organizations a comprehensive, integrated IT management solution that combines IT service management, IT asset management, availability management, and project management. Designed to provide a holistic approach to managing IT operations, the Summit Platform enables IT organizations to provide businesses a unified and global view into their operations, resulting in better strategic alignment between IT and business. Key Benefits Dramatically improve first contact resolution rates Significantly enhance efficiencies and productivity Take control over QoS delivered Know the cost of support Lay the foundation for intelligent IT Increase availability of critical services Integrate simply with federated interfaces Ensure disciplined change management Bring IT investments and resources in line with core business objectives Increase asset utilization and ROI Raise productivity by improving service levels Reduce legal and audit exposure through compliance management IT and Business Challenges Businesses of all sizes are increasingly having to manage and integrate IT operations management which are getting more daunting as IT infrastructure grows more complex, with mobile, virtual, and cloud based technologies. Increasing business dependence on technology and resulting expectations of higher IT service levels and cost control make it imperative to achieve process efficiency, manage costs and compliance, and deliver reliable services helping improve customer satisfaction, optimize IT operations, and generate better business outcomes. SUMMUS IT Management Solutions SUMMUS Software addresses these challenges with Summit Platform which enables higher operational efficiency and service quality by providing visibility into the resources, activities, and priorities required to deliver reliable business services. ITIL-compliant Summit Platform brings together all of the key IT management capabilities of service management, asset management, availability management and project management on a single, integrated architecture, empowering IT organizations to rapidly and cost-effectively deploy IT management solutions designed to optimize IT operations and service quality. By integrating IT service management, IT asset management, IT availability management and project management on a single data model and common configuration management database, Summit Platform enhances the ability of IT organizations to proactively, and continuously improve the availability, quality, and cost of IT services. The Summit Platform consists of the following portfolio of IT management applications: IT Service Management (ITSM) Incident Management with ServiceAssist Summit Incident Management automates the entire incident resolution cycle from the time of service disruption to service restoration. IT managers can track the cost of resolving incidents associated with customers and projects by aggregating actual costs of support based on the cost per incident resolution feature. To enhance responsiveness to the business by speeding up service desk, service admins can easily set up self-service templates for common repetitive service desk requests that business users can initiate with a single click. With ServiceAssist, Summit Incident Management enables IT service desk organizations to dramatically increase first contact resolution rates, and significantly decrease time and costs associated with incident resolution. ServiceAssist provides tier 1 service agents the tools and

2 Key Features ServiceAssist Intelligent incident management IT contextual dashboard SaaS-Proxy Agent architecture Cost per incident reporting SLAs can be defined with targets and thresholds Measure and report SLA on vendor incidents Incident templates Project based dashboard with integrated reporting Multi-level threshold based alerts Web services interfaces for CMDB Knowledge rating by users Change freeze windows Version control in CMDB PinkVERIFY 3.1 certified for 12 ITIL processes I18N with multi-byte support knowledge to probe, record and diagnose asset-related problems, which are typically available to back-end tier 2 & 3 support organizations. Summit Incident Management with ServiceAssist Problem Management Summit Problem Management proactively prevents errors and incidents by performing root cause analysis through a systematic process for identifying, solving, and communicating solutions to problems that arise or failures or weaknesses found in the infrastructure. Problem records can be linked to incidents, other problems, change records, and configuration items helping preserve context for analysis and resolution. Knowledge Management Summit Knowledge Management helps reduce the number of incidents logged and speeds up issue resolution by providing effective self-help solutions to common problems. You can create online help quickly and easily by enabling the creation and access of FAQs and proven solutions. Seamless search integration is provided for knowledge base and FAQ with external knowledge sources. Service Level Management Summit Service Level Management ensures that service level targets are defined, agreed upon with customers, and met. By measuring and reporting SLAs on incidents related to vendors, managers can gain better control over vendor SLA performance. Similarly, internal operations level agreements (OLAs) can be defined and tracked to ensure that internal IT groups are held accountable for their commitments and understand their impact on QoS delivered to customers.

3 Summit Platform Modules Incident Management w/ ServiceAssist Knowledge Management Service Level Management Problem Management Configuration Management Database Change Management Service Catalog Management Request Fulfillment Management Service Portfolio Management Release and Deployment Management Asset Management Procurement Management Server Monitoring Network Monitoring Event Management Capacity Planning Project Management IT Intelligence Configuration Management Database (CMDB) Summit CMDB is a common CMDB which can be integrated with other data sources and applications via Web services, provides an integrated view of configuration items (CI). The CIs store asset and service items and their attributes and relationships and can be created from asset management module enabling faster and more accurate recording of IT assets in the CMDB. Incident, problem and change records and workflow can be automatically created upon reaching configurable thresholds of event parameters, helping automate processes to optimize IT management. Change Management Summit Change Management makes IT operations more efficient and reduces costs associated with errors and problems. You can implement change control to ensure that change request and approval process is followed prior to modifying configuration items, and also specify change freeze windows to restrict changes at certain periods of time in order to minimize risks to critical production environments. In case of change failure, rollback is available to previous version of configuration items to prevent service disruption, helping deliver higher availability and QoS. Release and Deployment Management Summit Release and Deployment Management orchestrates the workflow process for assigning change requests to releases, managing builds, scheduling of release components, and version control. Streamlined release process helps you manage all aspects of the release including capture of release notes, documentation and release cost management. Service Catalog Management Service Catalogs containing asset and service items can be published to users based on entitlements, enabling user service request and approval workflows. Catalogs can be published based on location, customer, and the user type or grade level, with catalog views that are restricted by what the user is entitled to request from the catalog. Request Fulfillment Management Separate service request and fulfillment workflow is provided for handling user service requests, along with built-in approval mechanism for various service catalogs. User views of catalogs show only the items the user is eligible to request from the catalog and users can perform keyword search of catalogs and initiate service requests with shopping cart simplicity. Service Portfolio Management Summit Service Portfolio Management allows services listed in multiple service catalogs to be organized into service portfolios and published to the business using service templates, with the ability to manage the life cycle of service templates using workflows, escalations, and dashboards. IT Asset Management (ITAM) Asset Management Summit Asset Management enables IT assets to be managed across the lifecycle from planning and requisitioning to allocation, configuration, usage and eventual retirement and disposal. In addition, Summit Platform provides powerful software asset management functions including software license compliance and software usage metering.

4 Summit Asset Management: Software License Management Procurement Management Summit Procurement Management allows self-service purchasing with adequate controls and status tracking for users and procurement team can be implemented with Summit Platform. Purchase requests initiated by users can be routed for approval with pre-defined business rules based on purchase value. IT Availability Management Network Monitoring Summit Network Monitoring combines network activity and IT security monitoring into one centralized tool to enable IT operations to pro-actively monitor, validate and troubleshoot all network activities within the organization. This network management solution provides a highly efficient and effective network bandwidth and usage monitoring tool, with a comprehensive and flexible system for reporting, threshold-based notification, trend analysis, and a centralized relational database. Server Monitoring Summit Server Monitoring is an easy-to-use, highly available server management solution, enabling real-time monitoring of business critical applications, such as web servers, servers, database servers, file servers, application servers, and much more. This server monitoring solution enables IT operations to effectively prevent minor server availability issues from escalating to major crisis by providing 24/7 monitoring, notifications, reporting and trend analysis capabilities. Event Management Summit Event Management allows configuration of event thresholds and automated notification upon event occurrence or threshold violation provides the basis for robust monitoring and availability management. Event log monitoring gives you in-depth visibility into error conditions and issues. Incident, problem, or change record and workflow can be automatically initiated upon event alerts.

5 IT Project Management Project Management Summit Project Management is a comprehensive, cloud-based IT project management solution designed to help IT organizations control all aspects of enterprise IT projects, including tasks, activities, resource allocation management, timesheet management, project estimations, reporting, alerts, reminders and estimation baselining. Armed with real-time project intelligence, IT organizations are better able to realize operational efficiencies across all IT projects. IT Intelligence: IT Contextual Dashboard IT Intelligence The Summit Platform IT contextual dashboard is a project-based dashboard with integrated reporting, that gives you a side by side comparative view of the operational management aspects of your IT environment providing holistic 360 degree visibility into service, asset, and availability management in the context of projects, with deep drill-down capabilities. Start with a top level view for IT projects and associated asset and services portfolio and then drill down into details. Rich, dynamic, drill-down reporting gives you visibility into incident resolution, service levels, costs, compliance, and availability.

6 Comprehensive Solution for Optimizing IT Management With out-of-the box automation for ITIL-compliant best practices delivered by SUMMUS Software in its Summit Platform, you can optimize your IT management processes for service, asset, and availability management. Summit Platform provides a comprehensive and integrated solution that optimizes IT costs, increases visibility, controls risk, and delivers business value. You can Increase the service quality of your IT operations delivery and get 360 degree visibility into operational management aspects in the context of your projects. You can reduce costs and risks and improve efficiency through increased self-service productivity, reduced errors and problems, and increased resource utilization. Summit Platform brings together best practices in IT operations to ensure rapid time to value for customers. The solutions were developed by former CIOs and expert IT operations managers. Modular design enables rapid deployments, delivering value immediately usually in less than 90 days. Summit Platform modules can be deployed incrementally to provide quick wins, while also minimizing migration and change management challenges and associated risk. For More Information To learn more and sign-up for a free trial of Summit Platform, please visit SUMMUS, SUMMUS Software, the SUMMUS Software logo, and all other SUMMUS Software product, brand or service names are registered trademarks or trademarks of SUMMUS Software, Inc. All other registered trademarks or trademarks are the property of their respective companies SUMMUS Software, Inc. All rights reserved.

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