1

Company | Positioning | Offer

2

Staff&Line in figures

20 years’ experience, 10 years of SaaS leadership

100% focused on ITSM & ITAM

100 employees worldwide

60 resellers and 40 affiliates

3,300 customers worldwide

Offices in USA, UK, France, Italy, Spain & Portugal

Listed on NYSE Euronext since 2005

3

What we do, How we do IT

4

Broad ITIL Coverage

Incident ManagementProblem ManagementChange ManagementService Asset & Configuration ManagementEvent ManagementRequest FullfilmentRelease & Deployment ManagementKnowledge ManagementService Level ManagementAvailability ManagementFinancial Management (Service Costing)Service Portfolio ManagementService Catalog ManagementCapacity ManagementIT Service Continuity Management

v2010

v2010

v2010

v2010

5

Our Customers Challenges

BUSINESS CHALLENGES

Service Engagement

Transparency & Accountability

Provision of New Services

Stand out from Competition

Economic Uncertainty

Smaller Budgets, Retiring Workforces

ITSM CHALLENGES

Service Desk Modernization

Service Scalability & Agility

Solution Long Term Maintainability

Desk Cost Reductions

Staff Focus on helping the business

Solution Replacement Risk Management

IT Transformation

6

Problems with Legacy ITSM Solutions

Old-age Technology : customers are forced to upgrade (again...)

Require an immediate 6-figures investments in License and Roll-out

Require heavy re-engineering

Cost a fortune on the long term (huge hidden costs)

7

Alternatives?

SaaS

Codeless

Enterprise ITSM Alternatives

SaaS Enterprise ITSM Alternatives

ITIL

8

Our Inspiration

“Simplicity is the ultimate sophistication.” - Leonardo Da Vinci

“Make everything as simple as possible,

but not simpler”. - Albert Einstein

9

Our Vision

Full ITIL Integrated IT Management solution

Enterprise-class customizations without coding

50% lower TCO than conventional Enterprise solutions

Become the ITSM Codeless leader,

delivering Innovation that reconciles simplicity

and Enterprise-class efficiency

10

Make It Easy = Codeless

Context Process + Organizations generate instability

Fundamental Requirement:A solution that is Process friendly

Manage instability with Agility

Codeless Illustrated :

•Size x10 in 5 years•Added multiple new services along the years•Answered increasingly complex IT services requests

•Served new population every year•Without a single line of code•While improving Service provision

« Old-Age » vs « Codeless »

« Old-Age » solutions are longer to deploy and unagile

EasyVista ensures efficient iterative approach

Process deployment

TimeT0 Tn

Iterative approach

T1

toolbox

11

12

Make It Easy = SaaS

Context : Pressure on Costs

Focus on Application Support

Fundamental Requirement:Focus IT resources on core-Business

Less effort & Short Return on Investment

SaaS Illustrated :

“ EasyVista was incredibly easy to implement with record time-to-delivery of 6 weeks to ITIL delivery worldwide and very little onsite support.”

13

Make IT Easy = Cost Effective

1/3

SAAS

Conventional SaaS ITSM Alternatives

Codeless

SaaS

2/3

CODELE

SS

Impact on Savings

14

Recognition

Founder and sponsor of itSMF SaaS recognition by THINKstrategies in June 2010

Verified on 11 ITIL processes by Pink Elephant SaaS ITSM recognized vendor

easy-to-use interface that embraces Web 2.0 functionality. simple licensing options, flexible delivery model, codeless customizability, and scalable architecture

EasyVista.com can reduce TCO by up to 50 %

applicable to mid-sized and large enterprise organizations

15

Simplicity-as-a-Service

16

Our SaaS Offer

Bullet-proof platform

Unmatched set of Services

Affordable & Predictable

ITILv3 Aligned

17

SaaS Benefits

No hardware or software to buy, install, maintain, or update

No large up-front investment: Redistribute IT budget

Undisruptive & painless upgrades: No outdated solutions

Exponentially shorter deployment time

Seamlessly integrated

Global availability: Anytime, anywhere

Subscription model: No vendor lock-in

Highly available, secure & fault-tolerant

18

EasyVista.com in figures

10 years Experience. EasyVista.com born in 1999

4 Datacenters : 2 in Europe and 2 in the USA

Enterprise-level ActivityOver 700 IT users concurrently using EasyVista.com daily

Over 4,000 integrations delivered

45,000 requests processed monthly

250,000 single assets identified and referenced

950,000 software assets automatically recognizable

EasyVista.com fully handled over 1,000,000 incidents to date

3,000,000 page displayed every month

95% pages are produced in less than 2s, and 1,7s for the wizards

99,99% reported availability over last 5 years.

19

SaaS Myths Buster

Myth #1: SaaS means “Out-of-the-Box” EasyVista was designed to offer Enterprise-class customizability with zero code involved

Myth #2: SaaS means “No-Integrations”EasyVista offers limitless integrations

Myth #3: SaaS means “Hosting”EasyVista goes beyond

– Management Console– Multiple Environments– Unlimited Backups– 2/7 support– Analytics

20

Value Added Services (1)

24/7 Monitoring & Support

Major and Minor Releases included

Seamless on-demand upgrades

3 standard Environments : PROD, TEST, SANDBOX

TEST to PROD secured transfer tools supplied

Backups, 1/day by default, up to 1/hour

up to 12 Production DB Restore/year, Unlimited Sandbox Restore

21

Value Added Services (2)

Permanent VPN available

SaaS Management Console (Vendor Relationships)Incidents Logging

Invoices

Etc.

EasyVista Analytics

Full Reversibility, at any given time

22

Technology Delivery Agnostic

Convert to SaaS and free-up resources

Start in SaaS to speed up implementation

►On-Premise ►Software-as-a-Service

23

EasyVista Analytics

Automatically identifies significant data or administration insight to

Prevents administration and services issues and proactively control or fix these.

Benchmarks: Assessment of your solution efficiency and operations quality against industry standards

Discovery: Automatic identification of significant performance issues and bottlenecks you might otherwise miss to help you discover solutions

Predictions:  Impact Analysis insight and potential business side-effects

Recommendations: provision of solutions to immediately fix or improve situation before it becomes critical  

Monitoring: a comprehensive list of 30+ KPIs, growing on a monthly basis

Transparency: Full disclosure of SaaS availability SLA/month

24

EasyVista Analytics

SLAS

Recommendations

25

Notable SaaS References

4,500+ employees worldwide, Operating in 50+ countries50-75 users, 65,000 tickets/year

3,100 user worldwide in Europe, Asia and North America20,000 Tickets/year, short time to ITSM/Change delivery

22,000 employees worldwide, SAP support in 50 countries100 Level 1 users, 200 Level 2 users, 95 support groups

5,000 employees worldwide, ITSM55 users located between Europe and the USA

20,000 user, 300,000 incidents/year, 120,000 assets3 Service Desk merged, BMC Remedy replacement

26

All SaaS ITSM aren’t alike….

CriteriaHosting

24/7 support

SAS70

3 environments by default

11+ Processes (PinkVerify)

On-demand Upgrades

Codeless

Analytics

SaaS On-Premise

SaaS Management Console

Others

???

27

Highly Secured Environment

Physical SecurityStrict access policy: 24/7 Facilities protection with modern technology (CCTV)

Reinforced protection against fires, earthquakes, etc.

200% air-conditioning supply (redundant system)

Secured power-supply guaranteeing non-stop operations

Communications SecurityAll LAN available operations are carried out externally via secured and monitored web services (LDAP remote connection, Emails, data imports, etc.)

SSL certificates encryption

Redundant firewalls (60% max usage rate)

Software intrusion tests carried out by an external provider

Full and regular logs analysis

Email APIs & Web Services for incidents sync with other software solutions (Service Desk, Network Supervision)

28

Highly Secured Environment

Application SecurityEasyvista.com is governed by strict password rules and detailed profiles . designed by the customer and based on easyvista.com security rules

Physical application access only on customer request, restricted to Staff&Line only infrastructure team

Easyvista.com provides traceability features that enable full history of application access and audit trail.

Data Isolation and IP/Code ConfidentialityStrict and secured client database integrity: 1 client = 1 database

All customer-based adaptations and IP (catalogues, workflows, etc.) are protected and confidential

29

Data Security

European Datacenters enable to bypass Patriot Act

A Test Environment/Sandbox is available to customers before and after go-live

Redundant systems including bulletproof backup policyFull daily data backups, 10-days history, external storage.

Incremental backup (up to once/hour)

Weekly full server backup

30

Disaster Standby

Service Continuity Plan is defined and testedInfrastructure, guaranteed by providers (above 99% on all items)

Easyvista.com physical platform: all items are redundant

Logical redundancy through VMware ESX (high availability features)

Disaster Recovery PlanBackup site available

Quarterly staff training and escalation process

Recovery Point Objective (RPO) = 6 hours worth of data

Recovery Time Objective (RTO) = 4 hours

Guaranteed High Availability

Physical availabilityMinimum 99.9% power supply, 24/7High availability servers, minimum 4-cpu, RAID technologyServer redundancies: power supply, processors, hard drivesGuaranteed scalability in case of increase in solution activity

Network / ConnectionHigh speed access: minimum 99.9% bandwidth availability 24/7“Burst” feature (automatic increase in peak activity times)Secured backbone connection access: routers 99.9% minimum availability

Application: Permanent platform monitoringTechnical tests every 30sec. for core parameters (services, IP addresses, DB…)Analysis: Imports/exports, users connections, workload, performance

31

32

EasyVista.com Management Console

Databases backup and replication

dizards

Credentials and links for this

customer

Saas : VPN

What is VPN used for ?Access to private resources in your infrastructure (LDAP/AD servers, SQL databases, mail servers, etc)Not needed if these resources are public and accessible through Internet

What can of VPN can be used ?IPSEC : opens a private tunnel through InternetPRIVATE : Tunnel is created through a private and dedicated line build by the customer provider between our datacenters and the customer network

How long doest it take to build a VPN ?IPSEC : 2 days (confcall, configuration, tests)PRIVATE : 1,5 month (one month used by the customer provider to build the private line)

Þ « Necessary » in Enterprise Saas

33

34

Codeless Customizations =

Agility

35

Global ITSM Survey

Run between 15th June and 30th July 2010

26 countries represented

Over 350 respondents

ITSM executives and ITIL experts

www.surveymonkey.com/s/EasyVistaITSM

36

ITSM Survey Results

The 2 major ongoing pains of Service Desk Solutions are

48% customizing the system

45% reporting

48% of respondents tell us that the #1 long term cost is incurred by daily code tweaking, higher than maintenance and integration contracts. 

www.surveymonkey.com/s/EasyVistaITSM

37

ITSM Survey Results

Overall a majority felt negatively towards their service desk solution

21% cannot afford to change solutions now;

15% feel lumbered with their existing solution;

27%  say there’s always an additional cost when asking their vendor to do anything

20% are actively looking to replace their service desk solution

www.surveymonkey.com/s/EasyVistaITSM

38

Code-Based Apps issues

Writing code takes time

Maintaining custom code is expensive

Upgrading, modifying or extending the app. is a headache

Worst than coding, organization of code is a nightmare

Developer resources are a scarce commodity

Code is for developers, but ITSM is for business

Manual code contains mistakes

Code documentation management is weak

39

Codeless ITSM?

Enterprise-level

No Code to write, design, maintain and upgrade for

Graphical Interface (Fields & Screens)

Reports & Dashboards

Workflows

Integrations

Data imports

Access Rights

Email Notifications

Catalogues

SLAs & OLAs

Etc.

40

Share of Liabilities

VENDOR CLIENT

CODELESS

CODE-BASED

FULLY-CODED

Platform Liability

Customization Liability

Most SaaS Alternatives

41

TCO

42

SaaS = Better TCO?

True during the first two years but may not be for a five-year TCO.

SaaS applications will have lower total cost of ownership (TCO) for the first two years because SaaS applications do not require large capital investment for licenses or support infrastructure.

Fact Checking: The Five Most-Common SaaS Assumptionsseparating truth from fiction - Robert P. Desisto - 16 January 2009

43

Modern ITSM isn’t just SaaS

Web 2.0 Architecture

Integrated & Modular

Codeless

Graphical

Integrated Reporting

Web 2.0 Architecture

Integrated & Modular

Java code-based

Mixed

Integrated Reporting

Outdated Architecture

Heterogeneous & Massive

100% code-based

Code development

External Reporting

Business Process Wizards Questionnaires Questionnaires

ITIL Alignment

SaaSReadiness

System intelligence

Customization

Management Inventory Technical Inventory Technical InventoryAsset Management

Embedded Analytics - -

SaaS Enterprise ITSM Alternatives

44

Year 1 Year 2 Year 3 Year 4 Year 5 Year 6

ITSM Lifecycle Cost Analysis

Upgrade, Code Refresh

Codeless

SaaS

Upgrade Code Refresh

ImplementationHard-coded Customization

CodelessImplementation

Hard-coded customizationsMaintenance

Agility & Maintainability at reasonable costs

$

45

Breaking Down the TCO Reduction Split

On-Premise

Cod

e-ba

sed

SaaS

No Reduction

5

Cod

eles

sMost SaaS

Alternatives

Low Reduction

High Reduction Max Reduction