Chris Farver, Principal Consultant – ITSM BMC Software

1. Proactive Contact Management Strategies Chris Farver Principle Consultant ITSM - BMC Software ITIL Service Manager, PMP

5. “ the use of self-help not gaining as much “market penetration” as anticipated. Its success in resolving incidents remains low” Ron Muns, HDI Founder & CEO 2007 HDI Best Practices Survey – Executive Summary “ 25% of support centers are planning to add self-help tools to their toolbox Responses related to the use of online chat, self-help tools, and e-mail management tools are lower than expected. While these tools are well known and technologically stable, their use lags behind the traditional support tools. This might suggest that the underpinning policies, processes, and procedures that go into using these tools in the best manner are still weak and need to be strengthened.” Jenny Rains, Research Analyst, HDI 2007 HDI Best Practices Survey - Data Analysis Industry Adoption of Self Help Technologies

6. * Source: HDI 2007 Best Practices Survey Industry Adoption of Self Help Technologies

7. * Industry Adoption of Self Help Technologies * Source: HDI 2007 Best Practices Survey

13. Mission Critical Self Service Service Desk 2 nd Level DSS <$12.44 * $24.37 * $34 * Automation Elimination 3 rd Level - $75+ *Mean Cost - Date Source: 2006 & 2007HDI Best Practices Survey Developing an ROI for Contact Management Solutions

15. Call Analysis Results - Example ROI Analysis – Call Automation - Example FTE’s can then be allocated to focus on more Contact Avoidance strategies! Developing an ROI for Contact Management Solutions 0 250 0 250 New Access Request 400 900 200 1,500 Password Resets # Requires an Agent # Can Be Automated # Can Be Eliminated Average Call Volume Issue 1150 Total Calls Avoided $38,000 $22,000 $60,000 $20 250 New Access Request $16,000 $200,000 $216,000 $20 900 Password Resets Net Annual Savings Cost of Solution Total Cost Today (Per Year) Cost Per Call Today Calls Avoided ( Per Month) Issue