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1. IT-SERVICE DESK TOOLS FREQUENTLY ASKED QUESTIONS

2. NexThink is an End User IT Analytics and Experience Management tool used to monitor and control the health of client devices. It maintains an accurate and true assessment of the user devices (Windows desktops and laptops). Summary of the tool NexThink provides a real-time view of the IT infrastructure from the end-user perspective, mapping how IT services are delivered to end users, including quality of service, compliance metrics and security threats. It measures IT service performance and helps preventing incidents or solving them faster. Issues can be identified and investigated, drilling down into specific service details. IT Support can view the relationship and performance issues between end user devices, applications, ports and destinations (servers). NexThink is used to perform IT asset discovery, understand the IT asset usage, implement device compliance, identify potential risks, monitor real-time printing and web usage, perform cloud application discovery, compliance reporting and auditing, aligned with ITIL, COBIT and ISO practices. What does the tool do? NexThink continuously audits the endpoints, provides global indicators (performance, crashes, application time-outs, disk health status etc.), monitors business critical services (connectivity to internal applications, intranet etc.), compliance, usage and inventory through discovery and view on potential risks (malware and anomalies detection, and application version compliance). What data does the tool collect and why? Corning Nexthink

3. Nexthink What does the end user need? As an IT end user … - I want to be able to make progress in my daily tasks at work (“get things done”) - to do so, I need to interact with the IT ecosystem, processes and people (“IT environment”) - while doing so, I expect my activities and data to be safe (“safe manner”) - … and I want to experience positive feelings and perceptions (“enjoyable manner”) How does Nexthink enable a digital experience? From Which assessment nodes is experience captured ?

4. Nexthink Managing Digital Employee Experience to achieve business goals A better digital employee experience directly correlates with better business outcomes. The Nexthink modules allow to manage such experience, by focusing on the workspace and on the applications. In such context, the Digital Experience Score (DXS) becomes the “compass” that enables customers to understand their starting point and to define a roadmap for improvement.

5. Bold360 delivers technology that humanizes every customer and employee experience. Our digital engagement solution brings the best of AI-powered chatbots and human support to your employees so they can quickly find the information they need to solve problems faster. Summary of the tool Bold360’s digital engagement solution brings the best of bots and live agents to employees when they need it most. From the first interaction with a prospect through ongoing customer support, Bold360 delivers rich, personalized experiences across digital channels. Leveraging the power of artificial intelligence (AI), Bold360 helps you engage more efficiently from the Service Desk, the front desk, or the field support. To allow users to suffice self service transactions (such as Password reset, access FAQs, Knowledge articles or any ITSM ticket related enquiry) without compromising service security, Bold360 ai is able to leverage your existing client capabilities and reuse those to provide personalized content without transmitting any PII to Bold360 ai’s servers. By routing queries for PII through your existing front-end capabilities, we reduce integration time and improve security. Combined with Bold360 ai’s Data-Masking capabilities, personalized content can be safely provided to consumers using our cloud platform. Bold360 allows customers to export their content and delete certain collected information in the system. Further, data retention settings offer enterprise customers the option to automatically purge data on a periodic schedule. These features may allow a customer to meet requirements around deletion of personal data after its intended use is complete, consent is withdrawn or if a legitimate business purpose no longer exists What data does the tool collect and why? LogMeIn – Bold360 (Chatbot & Agent chat) What does the tool do?

6. LogMeIn - Rescue LogMeIn - Rescue (Remote Support) Rescue features let you provide a seamless support experience for end users, with efficiencies built in for your support team. Multi-Platform Remote Support: A single access point to all leading platforms: PC, Mac, IoS , Android — even unconnected devices using interactive video with Lens. Simple to Use: Solve problems faster with every tool a technician needs — run diagnostics, take control, and transfer files with a single click. Built Secure: Rescue is committed to security with annual audits, AES-256-bit encrypted connections and permission-based functionality. Reliable: Rescue has continuously delivered industry leading 99.9% uptime LogMeIn maintains a cryptographic standard that aligns with recommendations from industry groups, government publications, and other reputable standards groups. The cryptographic standard is periodically reviewed, and selected technologies and ciphers may be updated in accordance with the assessed risk and market acceptance of new standards. All network traffic flowing in and out of LogMeIn datacentre, including all Customer Content, is encrypted in transit. In addition, Rescue support sessions are protected with end-to-end 256 bit AES encryption. Rescue data is encrypted at rest with 256-bit AES encryption. LogMeIn’s data retention policies stipulate that the contents of the logs will be made available online for two years after the end of a remote support session and archived for the successive two years. To facilitate integration with ITSM systems, LogMeIn Rescue can post session details to a URL. Administrators can choose whether to allow chat text to be excluded from these details. Additionally, all records of chat texts between technicians and clients can automatically be omitted from the session details stored at the Rescue Data Center. Summary of the tool What data does the tool collect and why? What does the tool do?

7. Bluesky IVR FAQ Cloud and On Premise offerings Whether you want the flexibility of the cloud or prefer to manage the IVR or voice application yourself, Nuance offers both cloud based IVR plus on‑premise solutions. Both deliver a full conversational IVR experience while allowing for maximum customer choice and flexibility. Analytics Advanced application performance reporting and analytics help you discover actionable insights to optimize the performance of your IVR—and meet your organizations KPIs. Predictive call handling Speed call resolution by using the Nuance Prediction Service to project caller intent and deliver personalized menus or route callers to the right destination faster. Get the Nuance Prediction Service data sheet Summary of the tool BlueSky is an IVR platform that provides self-service options over the phone call. Provides a telephony interface to the users to get the following request fulfilled over the phone call Password Reset Account Unlock Trouble Ticket creation on Service Now Status enquiry of existing ticket Provide feedback on Services What does the tool do? The following information will be collected for processing the calls only Employee ID – to Identify the caller who is requesting self service OTP or TPIN or Answer to Security Questions – to validate the user before completing self-service actions Service Ticket no. – to inform the user about the current status of the ticket Feedback information – user dials digits to provide feedback ratings on the services delivered by the Self-service platform The platform will not store any data (apart from feedback) by default, unless it is required by Corning for reporting purpose What data does the tool collect and why?

8. Bluesky IVR Features . Natural language based speech recognition Advanced speech recognition based on Nuance Recognizer and Natural Language Understanding allows callers to speak naturally in their own words and accurately captures intent—increasing self-service utilization and success. Intuitive call steering Call steering technologies get callers to the right place the first time—improving the use of the automated system and reducing the need for live agents. Personalized, proactive experience Match phone numbers with existing customer data to proactively identify callers and create a personalized experience that anticipates customer needs and proactively addresses issues—reducing time to completion and need for a live agent. Cloud and On Premise offerings Whether you want the flexibility of the cloud or prefer to manage the IVR or voice application yourself, Nuance offers both cloud based IVR plus on‑premise solutions. Both deliver a full conversational IVR experience while allowing for maximum customer choice and flexibility. Analytics Advanced application performance reporting and analytics help you discover actionable insights to optimize the performance of your IVR—and meet your organizations KPIs. Predictive call handling Speed call resolution by using the Nuance Prediction Service to project caller intent and deliver personalized menus or route callers to the right destination faster. Get the Nuance Prediction Service data sheet Life‑like, conversational IVR A new type of IVR that provides the ability to handle inbound telephone queries through enhanced, human‑like interactions

9. Reduce operational costs IT Service Desk executives need to reduce overall call center costs (applications, infrastructure, people) while still meeting customer expectations. Nuance customers use intelligent IVR technologies to address this pressure and achieve the following key benefits: Improved automation metrics (containment, misroutes) through increased use and effectiveness of self‑service Decreased call center cost metrics (cost per transaction, AHT) through improved call resolution and deflection Greater contact center efficiency through improved agent utilization and reduced labor expense Bluesky IVR Benefits Lower TCO and maximize return on technology investments Businesses and executives make substantial investments in call center solutions and need to be sure they deliver the right ROI. Nuance customers that invest in our Conversational IVR platform can see the following benefits: Streamlined costs and investments with technology and support for multiple channels and existing systems Optimized interactive voice response (IVR) solutions offer insights and improvement over time—increasing efficiency and ROI Simplified operations and investments by growing with one market leader Improve customer experiences In today’s digital world, consumers are able to quickly and easily shift their business to a competitor if they aren’t completely satisfied with the service an organization provides. A conversational IVR system delivers an intuitive, self‑service experience that consumers will use and offers the following specific benefits: Higher customer satisfaction leading to improved NPS scores and greater loyalty Positively differentiated brand perception Consistent experiences across multiple channels allow customers to engage through any method they choose

10. Hubble ( Predictive Analytics and Self-Heal) Allows enterprises to create highly productive digital workplaces for their users by delivering optimal end-user experience, through a unique combination of real-time analytics, automation and digital experience score. Summary of the tool Insight into the end-user experience, see what they are experiencing first-hand Measure and analyze service quality in real-time and over time Rewind service performance to investigate issues – deep diving by end-user, device, application or connectivity Quality assurance for application deployment and performance Market leading infrastructure visualization Light-touch non-intrusive data gathering What does the tool do?

11. TACTiX (AI,ML,NLP) An Artificial Intelligence platform indigenously developed to automate IT & Business Operations & bring actionable intelligence TACTiX Intelligent Service Desk capability ensures automated ticket assignment using NLP and Machine Learning, resulting in higher agent productivity and faster resolution times. Conversational bot helps in enhancing User experience and Reduce Service Desk Tickets by deflecting incidents/Service Request. It also removes burden of repetitive, routine work and helps in resource optimization. AI enabled Robotic Process automation would help Service Desk associates to reduce efforts on their handle time by automating activities which are logic driven and repetitive in nature. Analytical Dashboard : Ageing Analysis Report Average Resolution Time State-wise Priority Reports Trend By Priority Wise Tickets Resolution SLA Report Response SLA Report Summary of the tool What does the tool do?

12. Tech Mart Tech Mart is intended to provide Corning users with a replacement of keyboard, mouse, headset, or other piece of tech gear with a simple scan of their ID badge or by entering a security pin. This in turn improves efficiency, reduces cost and enhances employee satisfaction. This innovative distribution method also lessens productivity interruptions and enables employees to obtain the work tools they need quickly and easily. Tech Mart will be used as part of an increased user experience offering to provide: Site driven device catalog ID Badge/Pin based authentication for Self-Service device peripheral dispense facility on a need basis. Improve in the user experience by providing a consumerization centric approach Deliver a unique shopping experience for accessories like keyboard, mouse, headset, dongles, or other pieces of tech gear Real-time peripheral asset inventory and reporting Ease of Report generation for timely review of allocated assets, and their usage Ability to avoid manual intervention, and no lead time in peripheral delivery process Summary of the tool What does the tool do?

13. iStax (Reporting) RTK BI Reports and Dashboards will be based on Microsoft Power BI as development tool, and Microsoft SQL Server 2016 Single source of reporting for all services Customized reports Real Time Dashboards SLA trends and prediction Summary of the tool What does the tool do?

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