IPsoft IPcenter

Autonomics

Executive Brief

Copyright © 2017 IPsoft Inc. All rights reserved.

CONTENTS

Why IPsoft? ............................................................................................................................................... 1

Who is IPsoft? ........................................................................................................................................... 3

Why clients use IPsoft’s technology .................................................................................................................. 3

Tremendous Industry Reviews and Market Success ........................................................................................ 3

IPcenter Is Completely Different Than Other Automation Tools..................................................................... 8

IPcenter Is For Insourced Or Outsourced IT Environments .............................................................................. 8

Alternative To Offshoring IT Work ..................................................................................................................... 8

Unique Support of Virtual Environments .......................................................................................................... 9

Flexible and Fast Delivery Options ..................................................................................................................... 9

Overview of IPcenter .............................................................................................................................. 10

IPcenter Overview ............................................................................................................................................ 10

Unmatched Autonomic IT Management ....................................................................................................... 10

Handle Growing Volume and Complexity ...................................................................................................... 11

Virtual Engineers (also known as “VE’s”): ............................................................................................ 11

Rewriting the Economics of IT Operations .................................................................................................... 11

Less Labor Required ........................................................................................................................ 11

Higher Quality ................................................................................................................................. 11

Automata Library = VE’s Speed to Value: ........................................................................................ 12

Protects Tool Investment, but Lower Future Tool Costs: ................................................................ 12

Financial Business Case for IPcenter .............................................................................................................. 13

Business case approach ...................................................................................................................... 13

Why Most IPcenter Financial Benefits are Labor Cost Related ....................................................... 13

Impact of Eliminated Costs on Business Case: ............................................................................... 14

Consume IPcenter in Multiple Ways .............................................................................................................. 14

IPcenter autonomics as a service .................................................................................................................... 15

IPsoft IPcenter Client Examples ....................................................................................................................... 16

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WHY IPSOFT?

IPsoft stands out due to its unique blend of expert systems and expert staff. Both elements combine to bring breakthrough

solutions and services to market that transform business models.

We specialize in “Autonomics” technology applied to IT operations. The definition of Autonomics Our expert system, called

IPcenter, creates and controls “Virtual Engineers” that perform end-to-end operational processes across all IT stacks . . .

servers, mainframes, storage, networks, virtualized environments, help desks, EUC, and applications operations.

FOCUSED ON BUSINESS OUTCOMES: IPsoft enables outcomes for customers through its autonomic and cognitive solutions.

Our team has a complete understanding of how to leverage those technologies for business benefit.

Our “virtual engineers and agents” can be scaled at no extra cost to meet any required business volume. They deliver

high performance and predictable service every day.

COST SAVINGS AND STABILITY:

IPsoft delivers consistent Total Cost of Ownership reductions averaging over 30 percent. IPsoft ensures that its service costs

to customers are stable and delivered at a flat monthly recurring value with little to no variable component. Unlike labor-

linked models that may fluctuate based on wage escalation and the cost of benefits associated with attracting and retaining

staff, IPsoft’s service-based approach provides customers with stable internal costs throughout the term of the engagement.

FLEXIBLE PRICING MODELS:

IPsoft offers a number of different pricing models. For IT operations these include a fixed monthly fee for specified

infrastructure, customized tiered pricing, or utility models of pricing (per port pricing) for specialized infrastructure such as IP

Telephony. We offer flexibility, predictable expenditure, and the ability to reduce capital risk associated with large purchases.

IPsoft offers all these models to support infrastructure both in customer data centers or hosted in co-located facilities.

FASTER RESPONSE AND RESOLUTION TIMES:

IPsoft is a company founded by a mathematician and based on mathematics. We scientifically measure our successes and

offer industry leading mean times to respond of < 6 minutes average on all service transactions. We enforce strict service

level agreements with meaningful financial penalties.

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CONSISTENT EXECUTION:

Manual processes are prone to human error. Even reasonably redundant manual tasks suffer an error rate approaching 10

percent. The automated error rate is near 0 percent.

Most organizations’ measures of quality of service delivery are highly subjective and focus on measuring only the output of

the service delivery process, not the contributing inputs. IPsoft constantly tunes every aspect of the inputs to ensure highly

consistent outputs. IPsoft’s services enable clients to improve quality of service to their customers by more than 50 percent

in quantifiable categories.

HIGHLY ADVANCED MONITORING CAPABILITIES:

Our IT infrastructure solution allows customers to detect problems before they become outages. Customers receive

comprehensive monitoring information covering more than 10,000 possible characteristics vital to their infrastructure.

IMPROVED ABILITY TO SCALE:

With IPsoft powering infrastructure management or business operations, customers can scale far more efficiently — service

delivery scaling is increasingly decoupled from human resource scaling factors.

TOTAL TRANSPARENCY:

We provide full transparency into IT operations through IPcenter, our consolidated management portal. IPcenter provides a

real-time, full view of all IT management functions. Our customers are then able to pinpoint direct links between operations

and business activities and so make informed decisions about what changes are requires to drive business advantage.

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WHO IS IPSOFT?

IPsoft, founded in 1998, is a privately-held, New York City Headquartered company with 3,000 staff located in nine countries

serving more than 600 clients around the world.

We specialize in “Autonomics” technology applied to IT operations. The definition of Autonomics Our expert system, called

IPcenter, creates and controls “Virtual Engineers” that perform end-to-end operational processes across all IT stacks . . .

servers, mainframes, storage, networks, virtualized environments, help desks, EUC, and applications operations.

WHY CLIENTS USE IPSOFT’S TECHNOLOGY:

Clients implement IPcenter to address one, or more, of these three primary business drivers.

1) Reduce Labor (and Labor Costs) of IT Operations: By automating many processes in IT operations, IPcenter dramatically

lowers the required amount of labor. Out-of-the-box, IPcenter can automate about 35% of IT processes, and 60% to

80% over two to three years through continual service improvement. This automation translates into an equivalent

amount of lower man-hours which enable clients to:

Scale IT without parallel IT staff increase;

Reduce IT staff level and costs; and/or

Allocate less staff and budget for “run” work, so more is available for “build” projects.

2) Improve IT Service Quality: Virtual engineers run error-free, and reduce MTTR 70% to 90%.

3) Handle Increased IT Complexity: Convergence of virtualization, mobile, big data, and the general increase of IT

sophistication mean IT operations and management is too costly and time consuming without automation tools.

TREMENDOUS INDUSTRY REVIEWS AND MARKET SUCCESS:

IPsoft is not only used by more than 600 companies, independent reviews and assessments are very positive. Gartner, The

Wall Street Journal, Crain’s, Entrepreneur, Ovum, and Deloitte, just to name a few have reviewed IPcenter and our Cognitive

Technology, Amelia and all of them describe us as the leaders in this field. Gartner, for example, rated IPcenter as the most

complete and comprehensive infrastructure management solution in the market and Entrepreneur recently wrote an article

titled, “Meet Amelia, the AI Platform That Could Change the Future of IT.”

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AUTONOMIC IT MANAGEMENT:

IPsoft autonomic IT management services dramatically improve efficiency while driving a predictable high quality of service.

We guarantee the outcomes you specify. You will see a positive business impact.

IPsoft service models provide the outcomes you need, across your entire environment or one specific tier.

IPsoft's virtual engineers impact 1 in 10 Fortune 1000 companies' IT operations. They deliver IT savings starting at 35% while

freeing human engineers to work on functions that drive value.

Build-Operate-Automate-Transfer

Allow IPsoft to transform a slice of your IT organization through BOAT. Let us take charge of creating a new operating model

for part of your infrastructure that fully leverages the power of autonomic technology. Once the transformation is complete

you can decide whether to have IPsoft deliver the ongoing operations as a service or assume internal responsibility for

continuing operations.

Build – Integrate Autonomic and Cognitive technologies with your environment.

Operate – Use the powerful IPcenter IT service management suite to monitor and manage your systems and services.

Automate – IPsoft Continual Service Improvement developers tailor bespoke automation customized to your systems,

applications, and business needs.

Transfer – Shoulder Continual Service Improvement development and oversight in-house. Create an Automation Center of

Excellence within your organization.

Automation as a Service

Accelerate Automation Levels

Customers using the IPcenter platform can augment their capability through the addition of an Automation Center of

Excellence, provided as a service by our expert engineers. This option delivers customized automation development on an

ongoing basis to achieve agreed automation target levels and guarantee their associated business outcomes.

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Managed Services

Level 3 Full Management

• Root Cause Analysis

• Service Continuity

• Change & Release

• Capacity Management / Performance Planning

• Problem Management

Level 2 IT Operations Management

• IT Operations

• Access Management

• Availability Management

• Request Management

Level 1 Incident Management

• Full Incident Management

• Execution of Standard Operating Procedures

• Continual Service Improvement

Level 0 Monitoring & Escalate

• Monitoring

• Event Management

• Asset & Config Management

• Knowledge Management

IPcenter IT Management Platform

Embed IPcenter Into Your IT Environment

• Enterprise partners and service providers adopt IPcenter within their delivery platform.

• Our service transition team works alongside your team to deploy the platform and then transfer skills to allow your

organization to optimize operations using IPcenter.

• Our engineers provide expert support on an ongoing basis for the maintenance of the platform.

Fully Flexible Delivery Options

We offer full flexibility to maximize efficiency while meeting compliance requirements.

IPcenter can be deployed as SaaS on-premise, using a private cloud, public cloud or a hybrid combination.

It can be applied to your entire environment or just one specific tier.

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A NEW COST/QUALITY EQUATION:

Imagine you could increase the volume of IT operations work processed without increasing cost. Now, imagine that the lower

cost of processing resulted in negligible error rates. With no wasted downtime to rectify errors, imagine the positive impact

on your business operations.

By creating a more intelligent world, IPsoft helps you improve efficiency.

YOUR TEAM OF VIRTUAL ENGINEERS:

Imagine you could increase the volume of IT operations work processed without increasing cost. Now, imagine that the lower

cost of processing resulted in negligible error rates. With no wasted downtime to rectify errors, imagine the positive impact

on your business operations.

IPcenter essentially provides a cadre of “virtual engineers” that work like your company’s best engineers, but do so faster,

cheaper, and with assured output quality.

Just like human engineers, they can talk to one another and work together to resolve complex, dynamic problems.

Conversely, traditional automation tools are essentially scripts running pre-defined task sequences based on rules.

IPcenter Autonomically resolves an average 56% of all incidents without human intervention and up to 90% of Level 1

incidents.

This enables resources to be effectively leveraged elsewhere. Autonomic resolution frees your engineers from repetitive tasks.

Automatic

They run autonomously, controlling their own operation.

Aware

They proactively monitor your environment and respond

instantly to state changes.

Adaptive

They change in mid-flight based on environmental

conditions.

Interactive

They interact like human engineers with humans and

systems.

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UNIQUE ADVANTAGES:

Most IPsoft clients have every tool imaginable for monitoring, ticketing, CMDB, scripts, etc. IPsoft is unique for several

reasons:

1. End-to-End Processes, Not Just Tasks

Runs end-to-end processes without human intervention.

2. Self-learning

They get smarter by “watching” your best engineers solve problems.

3. Absorb High Volumes

Manage escalating device volume in the Internet of Things more efficiently than possible with manual processes.

4. Handles Complex Processes

Efficiently manages processes with many decision points and outcome permutations.

5. 90-day Time to Value

IPcenter can be up and running delivering value in 90 days, providing out of the box efficiencies starting at 35%.

6. Speed

Agile iterative design enables IT managers to stay up with an accelerating velocity of change in IT operations.

7. Transparency

Tactical and strategic views of each managed component across all layers, in real time.

Image of the fully customizable IPcenter Single Pane of Glass.

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IPCENTER IS COMPLETELY DIFFERENT THAN OTHER AUTOMATION TOOLS:

Most IPsoft clients have every tool imaginable for monitoring, ticketing, CMDB, scripts, etc. IPsoft is unique for several

reasons:

IPcenter is actually an Autonomics’ Framework, Gartner states that “autonomics completely eliminates head count”

Gartner Inc. Predicts 2014.

IPcenter is Much More than Scripts: Most automation tools are simply script organizers and repositories that still require

human engineers to run and manage. IPsoft is full automation, without human interventions, using “Automatas” (end-

to-end processes executed by our Virtual Engineers). Moreover, IPcenter executes these “Automatas” in seconds or

minutes without shortcuts, or mistakes.

No Rip & Replace with Broad Unification Abilities: IPsoft is a full-featured ITSM Framework that is fully ITIL v3 aligned and

can either integrate you’re your existing tools and solutions or as a replacement/upgrade for many of these tools.

Out-of-the-Box Library of “Automatas”: A jump start on value from a library of over 15,000+ “Automatas” developed

over 17 years working with over 600 clients. There is no other company in the market that has the amount of

automations built-in and ready to go at implementation.

Pattern Recognition: IPsoft’ IPcenter “learns” about recurring problems and develops diagnostics for root cause analysis

so the problem is not fixed over and over, but gets resolved once and for all. Over the course of time this drastically

improves the overall performance of your IT environment across all IT towers, drastically improves MTTR and helps your

staff spend time on strategic and creative endeavors instead of the day to day mundane activities to keep the

environment working properly.

IPCENTER IS FOR INSOURCED OR OUTSOURCED IT ENVIRONMENTS:

IPcenter is used by global companies that operate IT with their own internal staff and they operate IPcenter as they do other

types of technology; e.g., behind the firewall, staff trained to use products and solutions, etc.

For companies that have outsourced some or all of their IT, use of IPcenter requires collaboration with the ITO provider. This

can be a win/win for the company and the ITO provider. Companies can see a 25% to 30% reduction in ITO labor fees, and

the ITO provider can reduce delivery costs and improve quality.

The outsourced company works with its ITO provider to ensure that automation is incorporated into the renewal bid. In

some instances, the outsourcing agreement allows for innovations that lowers costs (and fees) during the contract term.

IPsoft has deep experience with this and we can discuss options with your company is this scenario is right for your company.

ALTERNATIVE TO OFFSHORING IT WORK:

Over the past 25 years, companies have looked to offshore IT services delivery for two principal reasons:

To lower labor costs, and/or

To access labor pools hard to find domestically.

These benefits were worth the challenges and difficulties of offshoring work such as language, culture, and time zones.

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But many of the companies that have offshored IT work are now considering repatriation for a variety of reasons such as data

security, compliance, and more fluid workflow with end users. However, the barriers to repatriation are similar to the

reasons companies’ offshored in the first place; i.e., labor costs and availability.

IPcenter overcomes both barriers:

Virtual Engineers cost much less than even offshore resources, and;

Limited availability of resources is irrelevant.

With IPsoft, companies have an economically attractive alternative to offshoring in the first place, or repatriating work

already offshored.

UNIQUE SUPPORT OF VIRTUAL ENVIRONMENTS:

Tools to manage virtual environments, like hypervisors and orchestration technologies, address only portions of the end-to-

end needs of cloud management. IPsoft offers a very unique fully automated cloud management and monitoring solution. It

is a full operational platform for public, private, or hybrid clouds delivering orchestration, cross-platform governance, and

automation, full visibility, simplicity, flexibility, and security.

With IPsoft, clients can aggregate cloud resources in a single framework, integrate reporting and management in a single

interface, automate management and provisioning of cloud resources, and integrate them in real-time into enterprise

management.

FLEXIBLE AND FAST DELIVERY OPTIONS:

IPcenter can be deployed and delivered in different ways to meet specific client objectives:

Onsite in a client data center operated by your employees.

Hosted in an IPsoft Data Center and operated either by client employees or IPsoft staff.

Provided as a Managed Service by IPsoft with performance metrics and SLA’s.

No matter how IPcenter is delivered, the same capabilities and value are realized by the client. We can implement and

deliver value very quickly (usually in 90 to 120 days), often seeing real improvements in just weeks.

Moreover, the investment in IPcenter is scaled to the use and value. License and maintenance fees are based on the scale

and scope of IT we support. Training, Technical support, and Continual Service Improvement are individually priced on a

project by project basis.

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OVERVIEW OF IPCENTER:

IPCENTER OVERVIEW:

IPcenter is IPsoft’s solution for managing IT operations across different technologies and functional areas such as servers, network, storage, database, storage, etc. Over 600 companies use IPcenter day-in and day- out to support all or part of their IT operations. (See sample below of the IT Towers we can apply Autonomics to.)

IPcenter is a fully integrated ITSM platform with all the components required for IT operations management, as well as “autonomics” for automation far greater than possible with scripting or orchestration tools. IPcenter has been built in- house on one architecture since day one allowing true integration and single-pane-of-glass management of IT operations. IPsoft has never acquired any companies and added that to IPcenter which allows for our proprietary architecture to work far better than many of our competitors. Although IPcenter is a full ITSM tool suite and can be used for rationalizing your environment, the investments your company has already made in your current toolset are protected because IPcenter integrates easily with virtually any monitoring, ticketing, CMDB, and most other ITSM components. If we come up against a new integration our senior team can easily customize to your needs.

UNMATCHED AUTONOMIC IT MANAGEMENT:

IPcenter’s difference is Autonomics, which changes the game entirely. With autonomics, clients can automate interaction of individual tasks and tools that manage the IT environment so that IT operational processes can be truly automated end-to-end.

“Autonomics completely eliminates head count” Gartner Inc. Predicts 2014

Traditionally, IT process automation has meant scripting. While helpful, scripts drastically limit automation possibilities to the most basic individual tasks, and they are inflexible and resource intensive to support. Autonomics makes IPcenter fundamentally unique from other automation methods. It is self-managing,self- adapting, and self-regulating. IPcenter “watches” the best engineers solve a problem, then adapts and learns to become more and more efficient and retains that learning for future use.

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HANDLE GROWING VOLUME AND COMPLEXITY:

Autonomics automates processes now done manually, but it can also automate processes that literally cannot be done by human engineers no matter how smart or how many are applied to the process. This is a critical capability given increasingly complex IT landscapes and the growing volume of data andinformation on which organizations depend. As Autonomics are integral to IPcenter, clients are able to absorb the complexity of the information and data explosion, and process in a fraction of the time it would take even the most skilled engineer. There is really no comparison.

VIRTUAL ENGINEERS (ALSO KNOWN AS “VE’S”):

A “VE” is software robot working in IT operations that executes actions to remediate a problem or complete a request based on what it has been taught andlearned. IPcenter has a cadre of VE’s working like the client’s best engineers, but at compute speed, 24x7, 365 days a year, without error, and exactly the same way every time. Like human engineers, the VEs interact with one another, leverage their different capabilities, and generally work together to resolve complex, dynamic problems and requests.

Also like human engineers, VE’s are part of the event workflow. When an incident, change, or other IT request is to be worked, the VE is in the queue to work that ticket just like any other engineer. The VE is usually the first to be used, based on the client’s policies and workflow requirements. The VE will completely handle the incident or change in most cases, and if not it escalates the ticket to a higher-level engineer.

When you think about a VE it is basically like hiring a very experienced engineer who is deeply knowledgeable about their particular area of focus. IPcenter has a built in library of approximately 17,000 Autonomics in its automation library, more than any other automation company.

REWRITING THE ECONOMICS OF IT OPERATIONS:

In multiple ways, IPcenter transforms the way IT services are delivered and the economics of those services.

Less Labor Required:

The obvious impact of IPcenter is that VE’s can do most of the work done by L1 and L2 engineers. Over 600 companies using IPcenter prove it can:

Reduce labor costs by having fewer FTE’s.

Free staff from routine tasks to work on more strategic and creative projects that add value to the business.

Grow the business without a commensurate growth in IT operational staff.

Repatriate offshore work at the same or less cost and without the usual issues with dealing with off-shore labor.

Higher Quality:

The Mean Time to Resolve (MTTR) is also drastically reduced. VE’s are simply faster than humans, executing tasks in minutes that require an hour or more for human engineers . . . and they execute the same way every time without errors or mistakes.

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One of the many byproducts of faster resolution and changes is that downtime is trimmed which can translate into less investment needed in additional capacity.

Automata Library = VE’s Speed to Value:

IPautomata is the proprietary framework that IPsoft leverages as the foundation for running basic IT infrastructure without human involvement. IPautomata are a highly advanced automation framework designed to replicate the actions that the best L1/L2 engineers perform in supporting IT infrastructure. For this reason, IPsoft’s team refers to IPautomata as our “Virtual Engineers”.

IPcenter is delivered with over 17,000 “Automatas” used by the VE’s to execute remediation’s andchanges. These “out-of-the box” automations drive 25% to 35% autonomic remediation’s within 90 to 120 days. Over another six to twelve months, these Automatas are refined to achieve 50% to 80% automation levels.

Protects Tool Investment, but Lower Future Tool Costs:

With respect to a client’s current ITSM tools investment, IPcenter’s strategy from the beginning was to avoid “rip and replace” and embrace “easy to integrate.” We know clients have significant investments in the current tools and training, and cannot just abandon thatinvestment. However, because IPcenter is a full suite ITSM, clients can elect to migrate off current tools over time and reduce their tools costs dramatically.

Starting Point

Many tools to support operations in various business units

Classify into three categories with respect to future operations

At Transition

IPcenter e-bonded and fronting some other tools

Start with key and high value integrations

Use native function from IPsoft for replaced tools

Transition + 12 Months

Unification achieved

IPcenter as an integration hub

IPcenter replaces all but the to-be-retained tools

Service Provider standardizes on IPcenter and few other key tools

IPcenter enables the other key too

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FINANCIAL BUSINESS CASE FOR IPCENTER:

Ultimately, IT executives ask: “what is the ROI?” We are businesspeople too, and we know afinancial business case is part of the decision to use, or not use, IPcenter. To assist in the evaluation, IPsoft developed the “Autonomics Impact Model” (AIM). This business case tool allows for analysis of different assumptions of volumes and investments to gauge the ROI of IPcenter under different scenarios.

BUSINESS CASE APPROACH:

Business Case Approach

Regardless of whether an investment is a new product, new location(s), or a new technology . . . the fundamental question that we have to ask is:

"How much do I have to pay for the investment in order to get the benefits of that investment?"

For the IPcenter business case, the two critical metrics that are computed are as follows:

1. Financial Benefits

There are two components to the financial benefits of IPcenter:

- Net Labor Benefit: The difference between forecasted FTE’s and associated labor costs incurred continuing the "As-Is" delivery model and the FTE’s and labor costs using IPcenter; i.e., how much less labor costs will we incur with IPcenter than without it.

- Tools that can be eliminated: The costs that are eliminated from replacing existing ITSM tools with IPcenter. This benefit is not always part of a business case since IPcenter does not necessarily replace current ITSM tools in all scenarios, but integrates with them. We will make the decision mutually during the process whether to include tools to rationalize or not.

2. IPcenter Investment

Total IPcenter costs; one-time and ongoing.

The IPcenter Investment is compared to the Net Labor Benefits on a run rate basis to determine the breakeven point, on a cumulative basis to assess total value, and on a net present value (NPV) basis to directly measure the ROI.

Why Most IPcenter Financial Benefits are Labor Cost Related:

Most of the business case is based IPcenter's virtual engineer's (i.e., software robots) ability to execute processes

now performed by human engineers. Therefore, the core financial value is the difference in FTEs and their costs

between the As‐Is model and with IPcenter. Since the analysis is focused on labor costs, we do not include non‐

labor costs in the analyses, such as facilities, equipment, etc.

The business case does not necessarily mean the reduced FTEs are laid off. In fact, the reduction of FTEs required to

execute the in‐scope IT processes is just one of four possible benefit areas:

1. Lower Absolute Labor Costs: Actual reduction in staff.

2. Free up Resources: Reallocate staff from processes that IPcenter can automate to more value‐added projects.

3. Grow Business without Linear Growth in Staff: Use the same FTE levels to absorb more volume.

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4. Repatriate Offshore Work: Companies can move work back onshore and do so at the same or less cost.

Impact of Eliminated Costs on Business Case:

In some cases, certain current costs can be eliminated (or reduced) with the use of IPcenter; e.g., maintenance

and support fees for ITSM tools no longer needed or third-party support that can be eliminated, etc. These costs

factor into the business case because without IPcenter they would have to be continued, whereas with IPcenter

they can be eliminated and thus become a part of the value of IPcenter.

How IPcenter Costs are estimated: As part of this analysis, we are providing a preliminary cost estimate for IPcenter. This estimate is based on

information provided by you regarding the size and scope of the IT operations where IPcenter will be used. For

this pricing estimate, the scope includes:

The following is an example of an output graph from an Autonomic Impact Model business case;

CONSUME IPCENTER IN MULTIPLE WAYS

IPcenter capabilities are made available to clients in several different ways depending on their business strategy and objectives:

• Onsite: Traditional onsite deployment with client staff using and operating the IPcenter platform.

• Hosted: Hosted in IPsoft data center, but with client staff using the platform.

• Managed Service: IPsoft providing the technology and engineers for infrastructure management.

• PaaS / SaaS: A way to access the VE and autonomic capabilities in the cloud on a “fee per remediation” business model.

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IPCENTER AUTONOMICS AS A SERVICE

Guaranteed Software Availability

1. Software & Support

IPcenter license

Implementation, professional services, training, and software maintenance

IPsoft automation services (“CSI”) on contract basis

Your staff, either your data center, or hosted in IPsoft data center

Guaranteed Automation Levels

2. Build, Automate, Transfer

Implementation, professional services, training, and software maintenance

Source automation to IPsoft CoE for fast track value and guaranteed automation

Operate with a combination of your staff and IPsoft staff

When ready, transition CoE to your staff to manage and operate

Guaranteed Financial Results

3. Build, Operate, Automate, Transfer

Implementation, professional services, training, and software maintenance

Source automation to IPsoft CoE for fast track value

Source operations to IPsoft and rebadge staff impacted by automation

When ready, transition operations and CoE to you to manage and operate

MOST

LEAST

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IPSOFT IPCENTER CLIENT EXAMPLES

Top 5 Bank: Automation of administration for 7,000 DBs with 50% reduction in staff . . . now expanding to 20,000 DBs,

120,000 servers, and 100,000 network devices.

Global Cloud Services Provider: Managing the complete cloud operations and virtualization for this CSP operating in 30

countries. Automating virtually all system-driven events, and over half the customer-driven events resulting in a MTTR 85%

faster than the time required under old approach.

High-Tech Manufacturer and Network Services Provider: IPsoft manages the entire global network daily operations and

system upgrades for over 125,000 devices. Over 80% of network issues automated, and OS upgrades went from a year-

long process to 30 days.

Electronic Retailer: Automation of remote monitoring and DR processes for e-commerce site, support OS, DB, and

applications operations. Implemented in 45 days, and continual improvement and expansion of “Automatas”.

Global Securities Firm: Automated resolution of failed trades involving investigation from more than two dozen trading

floor systems, lowering MTTR from 47 minutes to 4 minutes.

Large Metro Newspaper: Managing 5,000+ devices, improved IT governance while reducing IT support cost 30%, MTTR

from 20 minutes to five, 67% automation of issues, warnings, and alerts after four months of IPsoft use.

Top Five US P&C and Life Carrier: Deployment in 45 days to manage new private cloud with more than 200,000 VMs,

including innovative use of virtual environment for testing and deploying apps.

Electronics Retailer: Automated management of e-commerce business on Amazon public cloud, including provisioning,

remote monitoring, and DR to meet volatile demand/peak periods.

US Insurance Company: Stood up automated network monitoring of 9,000+ devices in 30 days.

Home Nursing Care Provider: After spin off from parent, implemented full network and server estate automated

monitoring and issue resolution.

International Hotel Chain: Automation of L1 and L2 support for IT operations, automated 64% of IT issues (no human

intervention), 90% reduction in error rates, 15% overall reduction in IT infra costs.

Global Media Company: Automated support of Telepresence increased use of video conferencing by 70x without increase

in IT support staff.

Consumer Marketing Company: Automated backup reduced from eight hours to three, load balancing that resulted in zero

latency, and automated L1 and L2 tasks leading to a 100% remotely managed environment.

National Cable Services Provider: Dedicated support team for automated L1 support for applications, database, storage,

and operating systems . . . and staffing for offshore service desk.

International Telecom Company: Automated provisioning of virtual machines in private cloud, reduced tome from 24 hours

to 20 minutes.

Educational Services Company: Application deployments reduced from 24 hours to less than one hour, triage investigation

from one hour to less than three minutes with no downtime.