IPsoft is a company that provides autonomic technology and remote infrastructure management services to manage IT infrastructure with minimal human intervention. It has managed over 10 million incidents autonomically through its Virtual Engineer technology. This reduces the mean time to resolution by 60% and operational costs by 30-35% for customers. IPsoft is compliant with several security and industry standards and manages hundreds of customers across various industries globally through its centralized management platform IPcenter.

1. IPsoft
Autonomic Service Management
waikit.cheah@ipsoft.com
Director, Solution Engineering, APAC

2. IPsoft Overview
New York Chicago
(HQ)
Austin
Stockholm
Virtual Engineer (VE) Dispatches @ Sun Feb 26 17:14 GMT +0800 2012
Founded in 1998, and built on a vision that the infrastructure of San Jose
London tomorrow will be managed not by people – but by expert systems
• IPsoft has created an autonomic technology which can remove
over 50% of the human tasks from IT service management
• Revenue at $700 million with over 500 customers across the world.
Kansas
Amsterdam RampRate SPY Index classifies IPsoft as tier 1 outsourcers
comprising of IBM, CSC, HP/EDS, Wipro and Unisys
• Round the clock operational delivery centers are spread over three
continents. Asia Pacific : Singapore (Nov 2011), Tokyo (Dec 2011),
Frankfurt
Sydney (Jan 2012). Bangalore

3. IPsoft Statistics
 Since July 2012: IPsoft have reached a milestone of having achieved
>10 million customer
autonomic systems have addressed
IT incidents without human intervention
 56% of incidents resolved with no human intervention
 60% reduction in Mean Time to Resolution
 96% positive client satisfaction rating
 Over 12 years of automation experience in our shared knowledge base
 Average 30-35% reductions in cost

4. Industry Expert Feedback
“What IPsoft's doing “IPsoft remains one “IPsoft is one of the “IPsoft leverages
is pretty amazing. I of the most best at running data autonomic
don't know anyone compelling remote centers.” engineering to
else that does it the infrastructure remediate over 60%
way we (IPsoft management of the problems
Channel Partnership) companies in the automatically. ”
at IPsoft are doing it. market.”
”
Eric Goodness, Bill Murphy, Deloitte Assessment,
Steve Yager, Gartner Principal BT September 2007
Cisco ROS Research Analyst, Managing Director,
General Manager, January 2009 November 2007
September 2009

5. IPcenter: Autonomic Governance Framework
A real time portal, providing fully transparent access to the service delivery process.
IPcenter principles
 End-to-End Automation: IPcenter (through
IPescalate, IPradar, IPautomata, IPdispatch
and other tools) provides a consolidated
end-to-end automation framework
encompassing Level 1 and Level 2 activities.
 Algorithmically Enforced Process
Engineering: IPcenter has the automated
operational processes embedded within it to
drive all core operational activities and
capture or eliminate variances.
 Consolidated Framework. IPcenter is a
consolidated toolset designed to encompass
all facets of IT operations. 32% efficiency
gains Gartner

6. Why Virtual Engineers?
Virtual Engineers are the hallmark of IPsoft’s service delivery model. Why?
→ They’re more efficient
A standard end-to-end runbook procedure
might take a human engineer 2 hours to
complete, while an automated agent can
perform the same task in under 30 minutes.
→ They make fewer mistakes
Even for redundant manual tasks, the
human error rate is about 10%, whereas the
automated error rate is near 0%. Virtual
Engineers mitigate variance, ensuring
process adherence.
→ They handle mundane tasks
Virtual Engineers take care of repetitive work
and allow human engineers to focus on
innovation.

7. Leveraging Automation: Speed to ROI
Company Level of Sample MTTR Reduction Time to Initial
Automation Manual → Automated Value
VM provisioning: 24 hours -> 20 Minutes 3 months
74%
Website triage: 50 minutes -> 5 minutes. 4 months
43% Business impacting issues reduced by 21%
Application deployments: 24 hours -> 1 hour. 5 months
31% Triage investigation: 1 hour + -> 3 Minutes, no
downtime
Application deployments: 45 minutes -> 4 2 months
54% minutes. Triage investigation: 53 minutes -> 20
Minutes
Process Orchestration: 32 minutes -> 30 seconds. 3 months
57% Triage investigation1 hour -> 25 minutes
User Experience Reporting: 38 minutes -> 1 3 months
68% minute. Application Management:2 hours+ -> 15
minutes
Downtime reduced > 3%

8. Case: Automating Healthchecks
# Tasks Existing process / Manually With IPsoft Autonomics Time saved
Duration Duration
Who Who
(estimated) (actual)
Customer’s
1 Connect & login to server Level 1 40 seconds IPautomata 6 seconds 34 seconds
Operator
Execute command to Customer’s
2 gather top 3 CPU Level 1 20 seconds IPautomata 1 second 19 seconds
processes Operator
Execute commands to Customer’s
3 extract server utilization Level 1 20 seconds IPautomata 1 second 19 seconds
statistics Operator
Copy results of Customer’s
4 healthchecks to send out Level 1 5 minutes IPautomata 1 second 4.98 minutes
by email Operator
Customer’s
Convey message to user
5 Level 1 5 minutes IPautomata 26 seconds 4.58 minutes
that email sent
Operator
Total 11.33 minutes 35 seconds 10.74 minutes
8

9. Case:
Self-Healing Autonomics for Incident resolution
# Tasks Existing process / Manually With IPsoft Autonomics Time saved
Duration
Duration
Who Who
(actual)
(estimated)
Customer’s
Incident detected and IPmon, IPim,
1 Monitoring & 1 minute 1 minute -
incident ticket creation IPautomata
Ticketing tool
Customer’s Level 2
2 Incident escalation 3 minutes IPautomata 0 second 3 minutes
Engineer
Determine the server /
Customer’s Level 2
3 host related to the 2 minutes IPautomata 0 second 2 minutes
Engineer
incident
Connect & login to Customer’s Level 2
3 40 seconds IPautomata 6 seconds 34 seconds
server Engineer
Check error logs, access
Customer’s Level 2
4 logs and diagnose what 10 minutes IPautomata 2 seconds 9.97 minutes
Engineer
is wrong
Update incident ticket
Customer’s Level 2
5 with information 5 minutes IPautomata 4 seconds 4.93 minutes
Engineer
collected
9
(1 of 2)

10. Case:
Self-Healing Autonomics for Incident resolution
# Tasks Existing process / Manually With IPsoft Autonomics Time saved
Duration Duration
Who Who
(estimated) (actual)
Attempt to restart Customer’s Level 2
6 3 minutes IPautomata 2 seconds 2.97 minutes
service Engineer
Check the status of the Customer’s Level 2
7 5 minutes IPautomata 6 seconds 4.9 minutes
service after restart Engineer
Check error logs, access
Customer’s Level 2
8 logs and diagnose what 10 minutes IPautomata 2 seconds 9.97 minutes
Engineer
is wrong
Update incident ticket
Customer’s Level 2
9 with information 5 minutes IPautomata 4 seconds 4.93 minutes
Engineer
collected
Customer’s Level 2
10 Close incident ticket 1 minute IPautomata 1 second 59 seconds
Engineer
Total 45.67 minutes 1.45 minutes 44.22 minutes
10
(2 of 2)

11. Case:
Automating Housekeeping (Purging of old files)
# Tasks Existing process / Manually With IPsoft Autonomics Time saved
Duration Duration
Who Who
(estimated) (actual)
Customer’s
1 Connect & login to server Level 1 40 seconds IPautomata 6 seconds 34 seconds
Operator
Go to the target folder, Customer’s
2 check folder and number Level 1 30 seconds IPautomata 1 second 29 seconds
of files Operator
Customer’s
Determine which are the
3 Level 1 1 minute IPautomata 1 second 59 seconds
latest 3 files
Operator
Customer’s
Delete old files and leave
4 Level 1 2 minutes IPautomata 1 second 1.98 minutes
the latest 3 files
Operator
Total 4.17 minutes 9 seconds 4.02 minutes

12. Traditional IT Support Stack
IT Support Stack FTE Requirement
Leadership & Governance
Level 3
Network & Communications
Application
Messaging
Database
Platform
Technology
Storage
Level 2
Specialists
Vendor Management
Level 1
Service &
Change Management
Support
Specialists
Problem & Incident Management
Service Desk

13. Transforming IT Support Through Autonomics
IT Support Stack FTE Requirement
Leadership & Governance
Level 3
Network & Communications
Application
Fewer
Messaging
Database
Platform
Storage
Technology Autonomic Assistance at Level 2/3
Level 2
Specialists
Level 1
Autonomic
Support
Full Autonomic Support at Level 1

14. Leveraging Autonomic IT Operations

15. Depth and Breadth of Services
Tier Technology Supported Services Provided
Check Point, Cisco, ArcSight, Juniper, Entrust, • Firewall & Anti-Virus /UTM Monitoring & Management
BlueCoat, ISS, RSA, nCircle, eEye, SafeNet, • IDS, IPS, Vulnerability Scanning & Pen Testing
McAfee, Symantec, Trend Micro, Sophos • Outbound & Reverse Proxy Servers (SSL VPNs)
• Security Event Management & Audit Compliance
Service
Security
Design
Oracle Financials, PeopleSoft, Lawson, JD • Custom Process Management, Support/Helpdesk
Edwards, Custom Processes, ATG Commerce, • Business Application implementation
Batch Processes • Disaster Recovery Planning
Application • Operating Process Review
IPsoft ITIL-Aligned Managed Services
Business Logic
Level 1, 2, & 3 Support Services
Tomcat, WebLogic, OAS, WebSphere, IIS, Jboss, • Custom Application Monitoring / Management
Transition
ATG, MQ, Tibco • Application Server & Data Migration
Service
• Middleware Capacity & Performance Management
• Change Management & Code Deployment
Middleware
Oracle, DB2, Sybase, MySQL, MS SQL • Database Management and Monitoring
• Database Capacity planning / Performance
• DB Architecture / Data Modeling
Database
Operation
Solaris, RedHat Linux, Windows, AIX, HP-UX, • Full Monitoring & Management
Service
iSeries/AS400 • Patch management
OS & Virtualization
EMC, Hitachi, Network Appliance, IBM, Dell • Provisioning, Monitoring & Support
EqualLogic, HP, Cisco Nexus & MDSMS Windows, • Deployment & Allocation
MS Office, Exchange, Lotus Notes, Adobe, • Performance and Capacity Management
Cont. Service
Improvement
Storage Productivity Suite
Cisco, F5, Juniper, Riverbed, Bluecoat, Nortel, • WAN/LAN Monitoring & Management
Avaya • VoIP, Unified Communications, Contact Center
• Application Acceleration
Network & Voice
MS Windows, MS Office, Exchange, Lotus Notes, • Global Service Desk
Adobe, Productivity Suite • End-User Application Support
Service Desk

16. Remote Infrastructure Management (RIM)
Service Offerings
Level 3
Full Management
Root Cause
ITIL Aligned Service Descriptions
Analysis
Level 2
IT Operations Management Problem Service
Management Architecture
Level 1
Incident Management Full Incident
Management
Access
Management
Capacity
Management
Level 0 Execution of
Standard Availability
Service
Continuity
Monitor & Escalate Operating
Procedures
Management
Management
Asset & Continual Change &
Event Knowledge Performance
Monitoring Configuration Service Release
Management Management Management
Management Improvement Management
Option for customers to select which level of service required for each Configuration Item (CI)

17. Levels of RIM Service
Service
Responsibilities (ex: disk full)
Level
LEVEL 3 - Proactive long-term solution (Advanced Problem Management Service)
• IPsoft analyzed the application that writes the verbose log file.
3 0
• IPsoft recommended and implemented configuration changes to the application to make
2 1 the log more useful and the file size more manageable.
• Service Levels Included: 0, 1, 2, 3
LEVEL 2 - Root Cause Analysis (Event, Incident, and Problem Management Service)
0 • IPsoft discovered that the problem is related to a verbose log file.
• IPsoft recommended that I review whether such a verbose log file is necessary.
2 1 • Service Levels Included: 0, 1, 2
LEVEL 1 - Short-term solution (Event and Incident Management Service)
0 • IPsoft’s engineer cleaned the disk before my server crashed.
1 • Service Levels Included: 0, 1
LEVEL 0 - Monitoring, notification (Event Management Service)
0 • IPsoft has been monitoring my server and notified me that my disk was full.
• Service Levels Included: 0

18. Key Differentiators & Statistics
Consolidated Governance (IPcenter)
• 32% efficiency gains - Gartner
Autonomics (Virtual Engineer)
• 30-35% reduction in operational support costs
• 60% reduction in mean time to resolution 1,400 employees
for revenues of
US$700 million
Automation (Expert Systems)
compares to IT
• 56% incidents resolved with no human intervention services companies
typically employ at
• Millions of devices under management
least 15,000 staff for
each US$1 billion
Unmanned NOC (Virtual Manager) revenue.
• 96% positive client satisfaction rating

19. Subscribe as a Service Remotely (RIM)
Based on managing 809 network devices
Cost US$,000
Per
Year In-house management effort and tools
1,000
200 Monitoring tool maintenance
100 Service desk tool maintenance
100 Configuration tool maintenance
Remote
Ongoing service portal
200 Integration & maintenance
Infrastructure
(ITIL Compliance) Management (RIM)
Level 1 Management
Subscribe to
IPsoft @
Resources for
400
level 1 management average of
$43 per
device per
month
Implementation
12-18 months 3 months
Timeframe

20. Deployment Requirements

21. Security & Compliance
US Gramm Leach Bliley Annual SAS70 Type II Payment Card Industry Data
Act & FTC Safeguards Audit – Zero Security Standard (“PCI DSS”)
Audit – Zero Exceptions Exceptions – Zero Exceptions
IPsoft is also certified or compliant with the following:
P EU Safe Harbour
P ISO 17799 & 27001
P US Sarbanes Oxley Act (“SOX”)
P Dutch Personal Data Protection Act
P US Federal Financial Institutions Examination Council ("FFIEC")
P US Health Insurance Portability and Accountability Act (“HIPAA”)
P Privacy & Electronic Communications (EC Directive) Regulations

22. IPsoft’s Vision
The IT infrastructure of tomorrow
will not be managed by people, but
by expert systems

23. IT learns