Qualitor 5 Executive overview

1. Qualitor 5Executive overview

2. User with some need sends a request, with his issue properly recorded and solved. Is that simple? Is there need for Management at all? Does Management require process? Serving end-users First level Request Phone,email, Web Feedback/Solution

3. Serving end-users: flow E-mails Agreement / SLA Backlog Control and management Request Phone,email, Web First level Issue recorded Statistics End-user Feedback/Solution Escalation E-mails Solution Script/ Knowledge base E-mails e-mails Assignee

4. What is? Qualitor is a software package driven to management of services, in the areas of Help-desk/Service-desk, Customer Care, Shared Services Center and Systems development maintenance. Enables the adoption of a methodology for process control and service management, including continuouns improvement Qualitor

5. To whom? Companies that... Need a system to support service management in Help-desk, Service-desk, Customer care or Shared Services Center Have an internal IT area serving users and/or clients Render IT services to external users or clients and, besides managing services, need to charge for those services Want a tool to help controlling major ITIL processes Qualitor Help

6. General view - Qualitor • Major uses • Help-desk, Service-desk • Customer care • Shared services center • Systems maintenance • ITIL compliance • Incident • Configuration • Change • Problem

7. Single point of contact for end-users Service management with procedure and process aproach Technicians and teams control: all activities accounted and controlled Decrease in number of unplanned interruptions and problems or recurrence of problems Storing and sharing of valuable intellecutal capital Improved communication with end-users Measuring and monitoring of end-users satisfaction Complete support for continuous improvement Qualitor Help: Benefits

8. Incident,problems and change management Service requests control Support to attendants with scripts, for qualifying and standardization Workflow according to pre-set rules Pro-Active due datetimes and deadlines management Knowledge base Active email messagenotification with many routing rules End-users satisfaction evaluation Process overall performance analysis Qualitor Help: Major features

9. SLA’s Expected due datetimes, expectations agreement and fullfilment Priorities What to solve first, importance, impact, Record of activities and plentiful follow-up Teams and technicians Knowledge base Quicker solutions and retaining and sharing of knowledge Scripts Attendance guidance, standardization Decision tree based Qualitor Help: Highlights

10. Notifications by email E-Mails on many events with plenty of routing rules Trend warnings To detect before to spread Qualitor Help: Highlights

11. End-users relationship Self-service Web portal, less phone calls, instant feedbacks Satisfaction surveys Expectation fullfilment evaluation Effectiveness assurance Ticket solution confirmed by end-users in case of “get results as expected” Qualitor Help: Highlights

12. Support Test plans (Check-lists) What to test, how...assure actions or changes do not cause other problems Root cause analysis Essential to solve problems Service billing and expenses Action plans Corporate to-dos KPIs Performance tracking Qualitor Help: Highlights

13. What is ITIL? ITIL (Information Technology Infrastructure Library) is a framework of best practices to manage IT operations and services. Qualitor is compliant with: Incident management Configuration management Problem management Change management Service catalog ITIL

14. Service catalog View of services from business approach Definition of business, technology and support services Mapping of items composing a service Dependency between itens and services Impact analysis of unplanned interrupts of services Performance and availability of services -> Users expectations Qualitor and ITIL

15. Service catalog Users expectations...supposedly... What is the availability of a service? How long to solve incidents? How long to have service requests answered? Is it simple to request Services? Is it easy to track and get feedbacks of Requests? Qualitor and ITIL

16. Business service Business: Point of sale Supported by technology Many items Related Inter-dependets What can be interrupted and when? What is the impact of interruption of one component? Qualitor and ITIL

17. Qualitor e ITIL

18. Incident management Core of Qualitor, to control Help-desk and Service-desk Already widely outlined Qualitor e ITIL

19. Configuration management Infra-strucutre components (Configuration items) Importance and criticality Configurable attributes (customised fields) Relationship of items Dependency of items Foundation for incident, problem and change management Qualitor and ITIL

20. Problem management Worthy process for problems solving Recording Customised fields Deadlines by phase Analysis and planning Root-cause definition Action plan for solving Effectiveness evaluation, with pre set criteria Automatic emailing for monitoring and enhanced pro-activity Reports for statistics PDCA based Qualitor and ITIL

21. Change management Control of changes in the environment, avoiding unplanned interruptions Record of RFCs Analysis and planning Urgent, immediate and scheduled changes Approval (CAB and or roles) Terms of authorizations of forbiddance Requirements, items to be executed Change auditing, with check-lists Automatic emailing of many events Qualitor and ITIL

22. Manufacturer of Qualitor Founded in 1991 Two major business units: Services and Qualitor Emphasis on Quality Management Systems – continuous improvement: public aknowledgement Quality programs since 1999 Quality award (Malcolm Baldrige like - 2005 y 2006 ISO9001 since 2007 CMM-2 compliance in software development process About Constat

23. Over 120 clients in Brazil, Uruguay, Angola and Portugal Many large corporations Some of them: Construtora Odebrecht GrupoRBS Construcap CTIS Springer Carrier Eleva (Avipal) Editora Globo Lojas Renner Paquetá Calçados Sebrae/RS Clients

24. Thank you Questions?