Upload
others
View
25
Download
2
Embed Size (px)
Citation preview
DXC Technology Proprietary and Confidential
May 22, 2018
DXC Bionix: Intelligent Digital AutomationTim Henderson
Director, Automation Engineering
May 22, 2018 2DXC Technology Proprietary and Confidential
Automation is transforming our industry at a staggering pace
Robots self-adapt:
Artificial intelligence (AI) drives
continuous system optimizationHumans think,
robots execute: Automated
code QA,
data cross-referencing
Robots think and talk
like humans: Natural language
interactions,
smart work verification
A human workforce “army”
executes mostly manual labor
Robots help: Robotic process
automation (RPA), smart
workflows,
code analysis assist human-
centric execution
Sustainable Results Cost Quality Speed Agility
FutureYesterday
Onshore
Labor ForceOffshore
Labor ForceHybrid-Digital Elastic Workforce
Hybrid Intelligent Workforce
Today
May 22, 2018 3DXC Technology Proprietary and Confidential
Introducing DXC Bionix
Watch DXC Technology’s Steve Hilton describe
DXC Bionix and its benefits
Read the press release
https://www.dxc.technology/
May 22, 2018 4DXC Technology Proprietary and Confidential
DXC BionixDXC’s approach to intelligent automation — transforming enterprises digitally at scale
May 22, 2018 5DXC Technology Proprietary and Confidential
Our DXC Bionix strategy is multi-faceted
Timeline
Transform to
enable Digital
Onboard offerings to Platform DXC, our end-to-end,
digital generation delivery platform, ensuring offerings
are “built for operations” from Day 1
Develop
Innovative
Solutions
Develop new solutions to capture the growing
market for cognitive solutions and Next Generation
Infrastructure
Modernize
Traditional
Delivery
Deploy Bionix blueprint through the scale out of
Analytics, Lean and Automation assets across
Infrastructure, Applications and Business Process Services
1
2
3
Accelerate
client digital
transformations
using advanced
intelligent
automation.
May 22, 2018 6DXC Technology Proprietary and Confidential
DXC Bionix is delivering sustainable client results todayExamples of performance gains across global delivery
“A 70% reduction in back-end incidents
through predictive analytics is, from my
standpoint, amazing! This is backed up by
a near 20% automation of the
remaining workload. This feeds direct
into your business case and provides
welcome stability to my business units. I
dream of such predictive maintenance in
my generation fleet.”
Damian Bunyan,
CIO Uniper
25% REDUCTION IN
TESTING COST VIA TEST AUTOMATION
65% REDUCTION IN BPS
TRANSACTION TIME WITH ASSISTED RPA
71% OF INCIDENTS AUTO-RESOLVED OR AUTO-DIAGNOSED BY RBA
HEAD COUNT REDEPLOYED OR
REDUCED
>12K
REDUCTION IN THE TIME TO
DEPLOY CHANGE REQUESTS
80%82%ELIMINATION OF
EVENTS VIA RULES-BASED FILTERING AND ALERT CORRELATION
May 22, 2018 7DXC Technology Proprietary and Confidential
Digital transformation powered by DXC Bionix
Healthcare &
Life Sciences
20 regional delivery centers
Insurance
~6,000 clients
Offerings: “Designed for operations” and built upon Platform DXC
to exploit insights from our delivery transformation, in a repeatable, scalable way.
Travel &
Transportation
Analytics SecurityWorkplace
& Mobility
Enterprise &
Cloud Apps
Cloud &
Platform
Services
Business
Process
Services
Application
Services
Intelligence Orchestration Automation
Platform DXC: digital generation delivery platform
DXC Bionix applied at scale across our delivery engine
Enabling us to work smarter, faster and more efficiently for our clients
Deployed via Analytics, Lean, and Automation assets
17 global delivery centers
5+ digital transformation centers~91K delivery professionals
165+ Bionix assets:
Analytics, Lean, Automation
Banking
May 22, 2018 8DXC Technology Proprietary and Confidential
To move forward, you must look in the mirror…
Industry Past Challenges DXC Evolution
Silos of technology and teams
Little or no Offering co-development
Tightly coupled, restricted, bureaucratic, slow architecture
Local automation solutions
Time wasted finding and deploying resources
Bespoke deployments that violate ridged standards
Untapped employee potential, low levels of engagement
ITSM/ITIL pushing paper hoping to catch failures
Offerings focused on IT problems and solutions
Flat rate pricing, long POP and ramp-up
Product-aligned teams and capabilities
Holistic solutions influenced by all stakeholders
Architecture focused on enablement, reuse, and compliance
End-to-end offerings built to self-govern
Onboarding and deployment via robotics
Reference architectures promoting safety and security
Unleashed talent, pride of ownership
“Built to Run” Day 1 Engineering and Industrial Ops
Business outcome focused Offerings and Services
Consumption based pricing of on-demand services
May 22, 2018 9DXC Proprietary and Confidential
Proof-of-Concept: What we achieved?End-to-end Service Automation
CORE SERVICES
+
1.9 Digital CMDB
1.8 Billing
1.7 SWLM
1.6 SSL Certificate
1.5 UID – Service
1.4 Firewall
1.3 DNS
1.2 IP Management
1.1 Active Directory
+
2.12 OS tuning
2.11 Activate SN Queues
2.10 Activate Systems Mgmt
2.9 Activate Log Mgmt
2.8 Activate usage/invoice
2.7 Activate Service UID
2.6 Activate Backups
2.5 Provision Storage
2.4 Activate AV/HIPS
2.3 Activate Monitoring
2.2 Create VM’s
2.1 Establish VPC
CLOUD – IAAS
=
3.11 MicroServices
3.10 Docker Container
3.9 Uplift Billing
3.8 Activate SN Queues
3.7 Activate Monitor
3.6 Activate Backups
3.5 Create Report Eng
3.4 Create Web Service
3.3 Database Creation
3.2 Product Installation
3.1 Create Service Acct
CLOUD – PAAS
1.6 SSL Certificate
1.5 UID – Service
1.4 Firewall
1.3 DNS
1.2 IP Management
1.1 Active Directory
2.11 Activate SN Queues
2.10 Activate Systems Mgmt
2.9 Activate Log Mgmt
2.8 Activate usage/invoice
2.7 Activate Service UID
2.6 Activate Backups
2.5 Provision Storage
2.4 Activate AV/HIPS
2.3 Activate Monitoring
2.2 Create VM’s
2.1 Establish VPC
3.9 Uplift Billing
3.8 Activate SN Queues
3.7 Activate Monitor
3.6 Activate Backups
3.5 Create Report Eng
3.4 Create Web Service
3.3 Database Creation
3.2 Product Installation
3.1 Create Service Acct
4.3 Automated support setup
4.2 Self-service Onboarding
4.1 Configure app via RPA
CLOUD – SAAS
1,512 hours to 2 hoursTransformed the deployment of Oracle’s Hyperion software from a typical 9 week, 660 work-
hour project into an automated push button deployment completed in 2 hours and 14 minutes.
• Hours of Lead Time: 1,512 to 2
• Hours of Work: 660 to <1
• Handoffs: 7 to 0
• Teams Involved: 8 to 1
May 22, 2018 10DXC Technology Proprietary and Confidential
Proof-of-Concept: What we learned?
• Pride of ownership
• Unleash untapped skills
• Bottom-up innovation
• Favor growth driven employees and teams
• Not everyone can make the transition…
• It’s not who you work for, it’s who you work with
People
• Co-creation works!
• Even better with partners!!!
• Solutions designed & deployed like consumer devices
• Training & disciplined adoption of DevOps constructs
• Day 1 Engineering = Industrialized Operations
• Speed of development vs. architectural options
• Vendors must provide better interoperability and automated solutions, not just raw products
• Platform DXC must close last-mile provisioning gaps
• Guidelines, modularity, API driven → enables; rigid standards → impede innovation
• Modernize & automate up-front to Deliver, not sell
• Offerings must automate with TCO & entry points/modularity to drive business
• Clients need to consume services/offerings, not raw IT
• The Real Digital Transformation
• This concept (shared w/key partners) can change the market & keep clients @ top of their industry
Process
Technology Business
May 22, 2018 11DXC Technology Proprietary and Confidential
Platform DXCDXC’s digital-generation delivery platform that provides standard intelligence, orchestration and
automation services to our managed service offerings
• Designed for simplicity
(e.g., loosely coupled, highly configurable,
modularity via API’s and micro-services)
• Allows flexibility (e.g. vendor agnostic,
supports offering unique requirements)
• Requires adherence to Operations,
Optimization, Secure, and Scale (OOSS)
guardrails to ensure all offerings are
“Built to Run”
• Exploits open source practices and tools
• Includes pipelines of pipelines to drive
value stream and continuous integration
and deployment (CI/CD)
• Enables business outcomes via
technology
• Leverages partner best-of-breed
technology and thought leadership
Key Tenets
May 22, 2018 12DXC Technology Proprietary and Confidential
Platform DXC PipelineDelivering outcomes with a “business as code” mindset
PLAN IP VAULT BUILD/CI COLLABORATE BINARY
STORAGE
Design
Thinking
Lean - Agile Architecture
as Code
Documentation
as Code
API
Integration
Continuous
Explorations and
Improvement
Compliance
as Code
DEPLOY
to any target
RELEASE
on demand
E2E Testing through the pipeline
• Scaled Agile Framework (SAFe) drives lean-agile practices at enterprise scale
• “Everything as code” mindset challenges us to digitalize and codify across the pipeline
• Integrated Cybersecurity and DevSecOps practices ensure the environment is protected
• Mobile functionality coming soon to give our developers additional flexibility
May 22, 2018 13DXC Technology Proprietary and Confidential
Pivoting the culture
Two-week agile development events with 150+ DXC engineers and our partners working side-by-side
• Leverage market leading tools and technologies to rapidly co-create and modernize our solutions
• Provide an immersive on-the job experience to quickly develop our workforce
• Invest in and develop our workforce with digital-generation skills
• Introduce new talent sourcing models
• Scale DevOps across all dimensions: tools, architecture, processes, operating model and mindsets
• Collaborate and work differently inside DXC and with our partners (Innersourcing, Buildathons)
• Intense focus on coaching and helping people understand “what good looks like”
• Systematic and planned approach to managing change
Learning Badges added to
employees’ profiles
May 22, 2018 14DXC Technology Proprietary and Confidential
Closing thoughts…
• Pivoting the workforce is critical for Digital Transformation
• Co-creation internally and with Partners is the new norm
• Clever, lazy people drive an efficiency mindset
• Consuming services & offerings “as is” adds value, customization
adds complexity & cost
• Market driven IT “Business” frameworks are the new future
• It’s about the business outcomes, not the technology
May 22, 2018 15DXC Technology Proprietary and Confidential
Questions
DXC Technology Proprietary and Confidential
Thank you.
About DXC TechnologyDXC Technology (DXC: NYSE) is the world’s leading independent, end-to-end IT services company, helping clients harness the power of innovation to thrive on
change. Created by the merger of CSC and the Enterprise Services business of Hewlett Packard Enterprise, DXC Technology serves nearly 6,000 private and
public sector clients across 70 countries. The company’s technology independence, global talent and extensive partner network combine to deliver powerful
next-generation IT services and solutions. DXC Technology is recognized among the best corporate citizens globally. For more information, visit www.dxc.com.
May 22, 2018 17DXC Technology Proprietary and Confidential
Appendix
May 22, 2018 18DXC Technology Proprietary and Confidential
Platform DXC: Digital generation delivery platform
SERVICE FRAMEWORK: Gateways, APIs & Messaging
CONTROLS: Access Control & Cyber Protection
INSTRUMENTATION: Health, Performance & Trend
Event Sequence
ActDiscoverSense
Networks PaaS/AppsDatabases Storage ServersIoTDeviceServicesCloud / Containers RaaSBig Data
Managed Assets & Services• Multiple Instantiations & Clients
• Shared, Restricted, Dedicated
Industries
Orchestration
Key Automation Services
Operate Optimize Secure Scale
• Robotic Process
• Human Interaction
• Workload
• Run Book / Task
• Test
• Provisioning
• Workflow
Intelligence
Platform DXC
Automation
Service Management
Business Management
Operations Management
Asset Management
Configuration Management
Policy & Workflow Engine
Usage & Invoice
Workplace
& MobilityAnalytics Security
Enterprise &
Cloud AppsCloud &
Platform Services
Business Process
Services
Application
Services
Industry Software
& Solutions
Digital Thread
Visualization
Analytics & Apps Integration
Machine Learning / AI
Edge Processing
Data Lake
Event/Security Logging
May 22, 2018 19DXC Technology Proprietary and Confidential
Platform DXCDXC’s digital-generation delivery platform that provides standard intelligence, orchestration and
automation services to our managed service offerings
• Designed for simplicity
(e.g., loosely coupled, highly configurable,
modularity via API’s and micro-services)
• Allows flexibility (e.g. vendor agnostic,
supports offering unique requirements)
• Requires adherence to Operations,
Optimization, Secure, and Scale (OOSS)
guardrails to ensure all offerings are
“Built to Run”
• Exploits open source practices and tools
• Includes pipelines of pipelines to drive
value stream and continuous integration
and deployment (CI/CD)
• Enables business outcomes via
technology
• Leverages partner best-of-breed
technology and thought leadership
Key Tenets
May 22, 2018 20DXC Technology Proprietary and Confidential
We are leveraging our ecosystem of partners to co-create, bring innovative solutions and accelerate “time to market”
• Key partnership for “Intelligence” pillar
• Public cloud orchestration via SNOW
• Considering Connect IVR
• Public cloud orchestration via SNOW
• Reviewing other options (e.g., Dynamics)
• Partnering to bring innovative RPA technology to agile enterprises
• Enables transformation to reinvent and automate business processes
• Partnering to bring an advanced RPA platform to large enterprises to rapidly digitize business operations
• Key component of Platform DXC orchestration for managing event traffic and providing a centralized CMDB & Discovery Solution
• Accelerate use of partner’s automation solutions and tools on Mphasis managed service desks
• Collaborating on next-generation service orchestration and ITSM for Platform DXC
• Deploying workload automation at-scale on targeted accounts
• Establishing as key partner for digital transformation roadmaps
• Holistic integration of services and products into our offerings and platform
• Reviewing automation framework & possibilities for leveraging “detect to correct” and other functionality
SF
May 22, 2018 21DXC Technology Proprietary and Confidential
DXC Technology - Service DeskDXC Bionix will drive to “zero touch” by FY20
CHALLENGE
Achieve “zero touch” for DXC Service Desk capability driving >95% automation of service by FY20 while
maintaining or improving quality levels
• DXC service desks handle over 2.5m contacts per month for ~240 clients supporting 37+ languages
• Customer satisfaction average performance level of 91%; better than accepted world class level of 90%
• Contacts per Agent average performance level at ~400, which is Industry Leading benchmark
• Average SLA performance ~91% for over 1300 SLAs
SOLUTION
Apply the DXC Bionix approach to intelligent automaton using analytics and artificial intelligence (AI), lean principles
and leading automation capabilities to produce greater insight, speed and efficiency.
• Advanced analytics provide real-time feedback on staffing including SLA forecasting; proactive identification of
resolutions for staff shortages
• Lean practices are applied to reduce performance variability and optimize SLAs
• Integrated chatbot, data orchestration and AI-driven IVR guides users through self-service automation options
• Robotic process automation implementation reduces the manual steps of the case management and resolution
Significant efficiencies achieved while simultaneously increasing quality
• 1850 headcount reduced in FY18 with an additional 20% planned for FY19 (~1700)
• Agent productivity increased by 33% (300 to 400 contacts per agent)
• Average call handle time reduced from 12 to 10 minutes
SERVICE DESK
Enhance the customer
experience and achieve “zero
touch” by relentlessly pursuing
automation and self-service
opportunities
• Enhanced IVR functionality
• Robotic process automation
• Chatbot (virtual agent)
• Auto scripts for agents
• Self-service password reset
33%increase in agent
productivity
2 minreduction in call
handle time
RESULTS
May 22, 2018 22DXC Technology Proprietary and Confidential
Australian wagering and gaming companyAutomate the provisioning of servers, reducing costs by >50%
CHALLENGE
Standardize server builds and automate the provisioning of servers in traditional VMware environments.
• Reduce server build time and provisioning costs
• Respond to client demand for innovation
SOLUTION
• 4-8 hours effort saved per server
• Reduced server provisioning costs; ~$500 savings per server
• Zero touch for DXC
• Quality checks built into solution
MANAGED SERVER
ORCHESTRATION
(MSO)
Reduce time required to build,
provision and administer servers
within traditional client
environments
RESULTS
Implement Managed Server Orchestration (MSO) solution for client VMware environments.
MSO allows users to:
• Provision and decommission servers
• Modify servers (increase/decrease CPU, memory, disk space)
• Perform lifecycle tasks (e.g. stop/restart snapshots)
The solution was modified to adapt to a traditional environment to perform server automated provisioning as per a cloud environment.
4-8 hourssaved per server
$500saved per server
May 22, 2018 23DXC Technology Proprietary and Confidential
$100B global enterprise IT companyDatabase as a Service provides business agility for a large enterprise
CHALLENGE
Provisioning a database was a lengthy and complex process that impacted the ability of application teams to
meet business demand. Requirements for short-term databases, such as ‘proof of concept’, could not be easily
met.
• Most DBA tasks required formal requests and scheduling
• Multiple teams were involved with a significant number of artifacts required
• Manual effort and changing personnel often resulted in errors
SOLUTION
Provide a self-service database portal that enables users to perform the most commonly requested DBA tasks without
the need to submit formal DBA requests, whilst still enforcing IT standards.
• Enable automated provisioning that includes database monitoring and configuration management plus the creation
of database backups
• Enable users and application leads to create their own accounts, unlock accounts and perform password resets
• Enable application teams to create & refresh copies of databases for testing, self-migration or version upgrades
The time required to provision a database was reduced from 90 days to 90 seconds.
• Significant effort reduction for application and DBA organizations
• 200K database accounts are self-managed by application leads and users
• Simple self-provision and user ownership results in a behavior change with users self-removing databases
when no longer needed (39% reclaim rate)
ATHENA
Enable application teams to
perform typical DBA tasks
through a self-service portal
• Instant database services
• Automatically enforced standards
• Error free automation vs. manual errors
• Reduced effort and project time
128K Hours of effort
saved
>17K Database
provisioned
RESULTS
11
May 22, 2018 24DXC Technology Proprietary and Confidential
Brazilian BankRobotic Process Automation automates card services case management
CHALLENGE
Automate credit card services case management and resolution processes
• Reduce repetitive and manual non-value added activities
• Eliminate errors in data due to manual intervention
• Improve customer response time
• Meet audit trail compliance requirements with accuracy of automated case logging
SOLUTION
A guided automation robot was designed using WinAutomation technology to resolve cases.
RPA technology is used to retrieve information, display a consolidated financial page to agents for quick
decision-making, register event numbers, copy required data to Card Services system (PayWare), and
register the event on PayWare.
• Ability to execute the card services case management on demand
• 2 minutes saved per transaction
• Increased accuracy of case management data, customer request and case resolutions
• Consistent output, quality and format of data required for audit compliance
ROBOTIC PROCESS
AUTOMATION (RPA)
Auto-collate client financial data
to enable efficient and effective
agent-driven case management
RESULTS
2 minsaved per transaction
Improved data quality
1
May 22, 2018 25DXC Technology Proprietary and Confidential
Process mining — Digital footprint reconstructionA digital model of the end-to-end process allows for rapid identification of opportunities and observation of process change impacts (example on VPN deployments)
Many requests were getting
stuck in a slow provisioning
step. This was causing user
complaints about the time to
complete tickets.
After process changes,
tickets are no longer
getting stuck at this stage
Biggest bottleneck now is
manager approval of the
request; this data helps drive
the next step of process
improvement by reviewing
the approvals process
1
3
2
May 22, 2018 26DXC Technology Proprietary and Confidential
Match capacity and demand
-40
-20
0
20
40
60
80
100
0:0
0
0:4
0
1:2
0
1:5
5
2:3
0
3:0
5
3:4
0
4:1
5
4:5
5
5:3
5
6:1
0
6:4
5
7:2
0
7:5
5
8:3
0
9:0
5
9:4
0
10
:15
10
:50
11
:25
12
:00
12
:35
13
:10
13
:45
14
:20
14
:55
15
:30
16
:05
16
:40
17
:15
17
:50
18
:25
19
:00
19
:35
20
:10
20
:45
21
:20
21
:55
22
:30
23
:10
23
:50
FT
E
Coppell Service Desk Overall Surplus / Deficit
Total Deficit
Total Surplus
• Surplus: FTEs waiting to take a
call in a given five minute period
• Deficit: FTEs needed to achieve
a zero second average speed of
answer
• Staffing is designed to ensure
each account individually can
meet its monthly SLA and
recover from outages and
high-volume events
• Client A is among one of ten
accounts at Coppell and
operated at a surplus on this day
• ODM has focused on closely
matching incoming work to staff
capacity
Service Desk – Monitoring Staff Surplus and Deficit
The Coppell service desk operates at a level where staff capacity is increasingly matching incoming demand
Client A Net Surplus / Deficit
May 22, 2018 27DXC Technology Proprietary and Confidential
Optimize ticket handling
• Performance variation is
driven primarily by gaps in
skills and knowledge
• The service desk agent
dashboard allows
managers to spot those
variations and provides
them with the data to
understand what is the
cause
Service Desk Agent Dashboard
Drilling down to the agent level shows how different agents handle similar tickets. Agents in this
category are exhibiting an extremely broad range of performance covering almost all possible
combinations of low/high handle time and low/high escalation rate
May 22, 2018 28DXC Technology Proprietary and Confidential
Drive proactive problem management Incidents Alerting Dashboard
An increasing pattern of incidents is being generated for high CPU utilization on a server …
… but the dashboard quickly
shows that agents consistently
identify this high CPU as ‘normal’
and do not take any action—but
then do the same thing over and
over. The algorithm has identified
this ‘whack-a-mole’ activity as a
target for adjusting future actions
Client A Monitoring Incidents for Incident Set B
May 22, 2018 29DXC Technology Proprietary and Confidential
Reduce alerts
• The overall trend for monitoring
Incidents is flat over time
• Specific ticket reduction efforts
aimed only at reducing RMS
alerts often fail to translate to
downstream incident reduction
at iAction and iSolve
Incidents Alerting Dashboard
A machine learning algorithm monitors incoming incidents originating from alerting and identifies
patterns of recurring activity where deeper root causes are not being addressed
Client A Monitoring Incidents Metrics