IT OPERATIONS MANAGEMENT. Fire up all your productivity engines with Symphony SUMMIT. Intelligent. Integrated. Innovative.

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1 IT OPERATIONS MANAGEMENT Fire up all your productivity engines with Symphony SUMMIT. Intelligent. Integrated. Innovative.

2 Reduce cost and maximize productivity with SUMMIT The Intelligent IT Operations Management Platform on Cloud The IT spend worldwide is flat, yet business demands on IT continue to grow. CIOs and IT managers need to find new avenues to reduce costs for existing infrastructure and resources as they balance investment in new digital transformation initiatives.

3 Our flagship product, SUMMIT is an ITIL 2011 certified, cloud-based Integrated IT Operations management platform that unifies key applications across Service Management, Asset Management, Availability Management and Project Management. Delivered as SaaS-over-Cloud, SUMMIT is an easy-to-implement, easy-to-use solution, which provides tight integration across key IT Operations solutions. Enterprises and Service Providers use SUMMIT to dramatically reduce cost and complexity of their IT Operations while improving efficiency, productivity, predictability and control. Service Management Asset Management Availability Management An Integrated Platform Project Management

4 19 The SUMMIT Suite Service Management It s the age of real-time IT and that s what the SUMMIT Service Management solution provides - intelligent operations for smart organizations. Dashboard Reports Incident Request Asset Change CMDB USER DASHBOARD ANALYST DASHBOARD ASSET DASHBOARD KNOWLEDGE DASHBOARD SELECT AVAILABILITY DASHBOARD Refresh Interval MY WORKGROUP 5 mins Filters INCIDENT SERVICE REQUEST WORK ORDER CHANGE RECORD MY WORKGROUP 0 33 MY WORKGROUP MY WORKGROUP MY WORKGROUP MY WORKGROUP MY WORKGROUP MY WORKGROUP New Assigned In-Progress Pending New Assigned In-Progress Pending New Assigned In-Progress Pending Initiated Implemented 1 15 Approved Stage SUMMIT s ITIL 2011 certified Service Management is an intelligent solution that leverages the latest advancements in technology such as Mobility, Analytics and Automation to help CIOs and service providers improve productivity of IT service operations and reduce the cost and complexities involved. Our unique approach to analytics and predictive technologies builds Operational Intelligence by combining correlation of contextual data from disparate systems. Operational Intelligence enables the IT analysts with enhanced situational awareness of their IT environment and recommends corrective actions for incidents and problems in real time, thereby driving higher first call resolutions of issues. Knowledge Problem Availability Catalog SLA Portfolio Release Project New 1/1 7 Assigned 9 In-Progress INCIDENT SLA SUMMARY 1 Pending No data to display. Service Management Dashboard After implementing Symphony SUMMIT we were able to improve our SLA from 70% to over 95%. Associate Director, ICT Perfetti Van Melle India Pvt. Ltd. New 1 1 Assigned In-Progress SERVICE REQUEST SLA SUMMARY Pending Initiated Implemented RESPONSE SLA PERFORMANCE RESOLUTION SLA PERFORMANCE RESPONSE SLA PERFORMANCE RESOLUTION SLA PERFORMANCE RESPONSE SLA G:281/Y: 0/R:97 G:896/Y: G:10/Y:0 No Data No Data No Data 23/R:414 /R:1 ABOUT TO MISS RESOLUTION SLA ABOUT TO MISS RESPONSE SLA ABOUT TO MISS RESOLUTION SLA G:11/Y:0 /R:2 ABOUT TO MISS Approved Stage Asset Management SEARCH LANGUAGE DELEGATE ALERT APPROVALS HELP Welcome, Vijay Shanker LOGOUT SUMMIT Asset Management focuses on lowering the cost of technology investments, increasing ROI, and bringing IT resources in line with core business objectives. Our ITIL 2011 certified solution helps your organization manage Software Compliance, Software Metering and Hardware Metering via agent-less or agent-based discovery mechanisms, which can mitigate risk, reduce cost, and improve return on investments with an operational approach. Dashboard Reports Incident Request Asset Change CMDB Knowledge Problem Availability Catalog SLA Portfolio Release Department* VARIANCE SOFTWARE USER DASHBOARD HARDWARE InStore, 4,506 Laptop, 2,445 IT ANALYST DASHBOARD FIXED ASSET CONSUMABLE ACCESSORIES Allocated, 10,024 InRepair, 27 DeActive, 7,790 HARDWARE VARIANCE SOFTWARE VARIANCE SOFTWARE NON COMPLIANCE Desktop, 1,160 Server, 73 Firewall, 5 ASSET DASHBOARD Allocated, 2,861 Laptop, 2,775 Available, 838 Desktop, 1,732 DeActivated, 0 Server, 149 Available, 2,1,08 Pie Chart Type Total: 22,347 Total: 3,699 Total: 3,587 Outlook, 1,712 Adobe Acrobat Xl Prc Windows Server Stan Project Standard 2010 Studio Professional, 476 Project Standard 2003, Windows Server Standard Visio Standard 2003, R2 Standard- Per Core, 215 Windows 8.1, 144 Total : 3,683 Total : 4,656 Total : 3,188 IT Asset Management - Dashboard KNOWLEDGE DASHBOARD SELECT AVAILABILITY DASHBOARD Pie2D Allocated, 1,455 DeActivated, 24 Search Asset

5 This multi-tenant solution optimizes organizational efficiency and productivity by managing IT and non-it assets across the entire Asset Life Cycle from planning, requisitioning, allocation, retirement, QR Code Generation, asset reconciliation, asset depreciation and disposal. Availability Management SUMMIT Availability Management is designed to collect and monitor the availability and performance data across the entire enterprise using an agent-based or agent-less technology. Whether on premises or on cloud, SUMMIT Availability Management is available on demand for service providers and enterprise customers. Built for both, SUMMIT Availability Management enables enterprises to monitor data centre assets in quick time and realize business value increase availability of services offered to customers. Project Management SUMMIT Project Management is a single and comprehensive platform that gives your organization a 360-degree view of project execution and its implications on IT projects. It is designed to empower and enable organizations to manage their projects, be it agile or waterfall model across its life cycle, more effectively and efficiently. Dashboards and charts allow comparisons, provide visibility and enhance communication. This paves the way for faster, intuitive, and more accurate decision making. Staying on track provides visibility on project execution status like cost overruns or timeline overruns etc. It helps keep track of how time is being spent by the project or by team members for accurate planning and cost management. Accelerated problem resolution, self healing and proactive issue prevention further boosts service levels. SUMMIT s Availability Management solution comprises modules like Network Monitoring, Server Monitoring & Application Monitoring with in-built Event Management capabilities across the solutions.

6 Intelligent In the age of real-time IT, traditional solutions are like a cog in the wheel. Not only does it need to be removed for the organization to move forward, but the whole process needs to be made faster and more efficient. The SUMMIT platform brings a radical change to this scenario with Operational Intelligence. Predictive and cognitive technologies leveraged by the intelligent ITOM platform, enable real-time IT answers to manage data centers and end users. Intelligent systems create operational knowledge that correlate data and provide corrective actions to resolve problems in real time. Automation and issue detection helps prevent escalations and works ahead of time. Innovative SUMMIT solutions give organizations an edge by providing services armed with the power of intuition. Get the power of proactive management by mitigating issues and reducing their level of impact in the workplace. Trends and insights of user behavior result in better business decisions, which means greater customer satisfaction. Additionally, features such as Intelligent Runbook Automation and Gamification ensure higher levels of productivity and a more competitive work environment.

7 Integrated What makes the SUMMIT platform different from the rest is its ability to integrate different silos of management seamlessly. From managing IT and non-it assets across the Asset Life Cycle to collecting and monitoring the availability and performance data across the entire enterprise and facilitating first call resolutions, it provides organizations with a unified, integrated solution unlike any other. In-built mobile integration makes the SUMMIT platform available to end users and IT teams, anywhere and anytime. The unique SMS-based management system results in higher productivity with IT teams administering the Help Desk without location restrictions. Operational Intelligence Service Availability Service Automation Productivity 36 Service Assist Gamification Service Skill Management

8 What sets us apart Operational Intelligence IT Analysts do not work in isolation. Contextual Moreover, there are standard preventive maintenance tasks that need to be carried out on a periodic basis in optimal control and keeping the assets usable over longer periods of time, enhancing the overall asset life. information related to previous scenarios, resolutions provided, associated problems, work-orders and change processes carried out as a part of the solutions come in handy while resolving the issues. Well-harvested knowledge with the current issue provides additional solutions to the analysts. Intelligence built into the system continuously analyzes the patterns in the database, and builds a dynamic association of the context which enhances the resolution speed and accuracy. Hexaware and Symphony SUMMIT created a Joint Value Proposition with successful engagements that were widely appreciated by clients. Gamification VP, Hexaware Technologies Gamification helps drive a change in work culture by introducing game mechanics and game design techniques in a non-gaming context. SUMMIT Gamification solutions have been designed thoughtfully to build a workplace that is more competitive and fun for the delivery operations team. It also helps the CXOs to define and reinforce desired behavior in the support staff and drive the right work culture thereby improving RANK 5/207 2/19 By Instance By Workgroup GAMIFICATION productivity and customer satisfaction. SUMMIT has over 100 built-in operational performance metrics that can help drive the right behavior in the team on a 24/7 basis My Score Badges Service Automation Operations which tend to be repetitive can be monotonous, increasing the possibility of human error. Elimination of these monotonous tasks with service automation can significantly enhance the IT operations process and experience.

9 Service Skill Management Learning and skill enhancement is a continuous activity in every IT organization today. As IT analysts retool themselves in the new skills, they can update their details in the skill management system. These skills not only are tracked for the analysts but can also help organization find the required skill-set when needed. Organizations typically plan for normal operation of skills and staff each shifts with the most optimal skill requirements. But emergent needs and availability of skills can be a challenge. The SUMMIT ITOM platform helps in such situations and ensures availability analysts with the right skills and the incidents can be automatically routed to the most suitable analyst. This ensures the incident is sufficiently staffed for most optimal SLA fulfillment. Service Availability IT organizations spend more than half of their overall IT budgets in procuring, managing and maintaining IT infrastructure operational.unless the systems are reliable, maintained regularly and serviced as per vendor agreements, they cannot be resilient to failures nor can they be secured to provide the service guarantees expected out of them. SUMMIT Availability Management is an ITIL 2011 certified module designed to collect and monitor the availability and performance of data across the entire organization. It uses agent-based or agent-less technology and delivers centralized administration and management that helps lower total cost of ownership. It can be deployed on a single platform to manage the IT infrastructure and services in the organization for service providers as well as enterprise customer whether they are on-premise or on-cloud. Service Assist Think of a failure of a system at the middle of the night when the main workforce that engages in the system is off duty. The only person available during the shift is a newly hired executive providing L1 support. While operations intelligence provides him with the help needed to restart the service, he might not have the required permissions to do so, and may need to call the SME, who may not be available on call. But with Real Time intelligence, the L1 skill level person can easily be augmented with the skills and permissions needed by an SME to execute and resolve specific tasks. This can lead to quick first call resolution. UB s legacy system faced manpower, configuration, standardization and interface issues that were eliminated by Symphony SUMMIT. Divisional VP, IT, United Breweries Ltd.

10 The SUMMIT Edge Key Features Advantages Enterprise class, Cloud-based Operations and Enterprise Services Management suite Ensures higher service availability, customer satisfaction, and lower TCO Operational Intelligence, Service Automation, Gamification, Service Assist, Checklist, Skill Pack, Service Catalogues and SLA Management High configurability, improves service availability, analyses productivity, and simple to configure and use Full-featured native Apps on ios and Android, profile based dashboards, unique SMS-based flexibility feature for phones Mobility enabled and complete IT Ops management capability Asset Life Cycle Management and Application Control solutions Drives higher Asset Compliance and Asset Control Tight integration across key ITOM solutions Delivers higher efficiency in the form of increased productivity, reduced downtime, and optimum asset utilization

11 About Symphony SUMMIT Symphony SUMMIT, backed by the $2.5Bn Symphony Technology Group, is a leading provider of a private and public cloud-based IT Operations Management Solution to enterprises and service providers. Our flagship product SUMMIT - is an advanced ITIL 2011 Certified solution that unifies key applications across Service Management, Asset Management, Availability Management, and Project Management in one single easy-to-use platform. Enterprises and Service Providers use SUMMIT to dramatically reduce cost and complexity of their IT Operations while improving efficiency, productivity, predictability and control. Leading enterprises across BFSI, Healthcare, IT & Consulting, Automobile, Manufacturing, Aviation & Education verticals are delivering better user experience while lowering the cost of their IT Operations using Symphony SUMMIT The Intelligent ITOM Platform. GARTNER COOL VENDORS IN IT OPERATIONS MANAGEMENT, April 2015 Tapati Bandopadhyay, Vivek Bhalla The Gartner Cool Vendor Logo is a trademark and service mark of Gartner, Inc., and/or its affiliates, and is used herein with permission. All rights reserved. Gartner does not endorse any vendor, product or service depicted in our research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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