dxc innovation service-oriented data and servicenow...service-oriented data (sod) •implementation...

© 2018 DXC Technology Company. All rights reserved

May 10, 2018

John McCormick – Chief Architect, DXC Fruition ServiceNow

Brian McCalley – Chief Technologist, Healthcare Providers

DXC InnovationService-OrientedData and ServiceNow

May 9, 2018 2© 2018 DXC Technology Company. All rights reserved

Digital transformation Challenges

• Departmental view vs Enterprise view

• Legacy departmental components and services

• Shared services at the enterprise level

• Improved business outcomes

May 10, 2018


Customer experience “Healthcare style”

Image Source: Gartner

May 10, 2018


Achieving exceptional customer experience can be challenging

Siloed processes

Departmental siloes

Multiple software applications/systems that don’t work together

“Dunder-Mifflin” processes

May 10, 2018


Innovation around deconstructing “application” paradigm

Siloed processes

Departmental siloes

Multiple software applications/systems that don’t work together

“Dunder-Mifflin” processes

Streamlined to outcomes

Integrated across functions

Intelligent, Adaptive, Personal

Flow of Work rather than static processes trapped in applications

May 10, 2018


Exceptional customer experience

End users

Right DeviceAtRight TimeWithRight Tools(apps, etc.)WithRight Security(permissions, protection) Development and IT Operations

ServiceNow Platform

Service Oriented DataInvisible IT

Curtain

Data Managed & Organized

“Golden Client Record”

Analytical Insights to Inform Applications

“Enterprise Insights Shared Services”

Right Business Process for the Right Role

“Ecosystem of inter-related applications”

User Interface Enables Natural, Interactive Experience Across Optimal Channels

“Multiple Unified Communication Tools”4

May 10, 2018

Delivery Vehicle

Content


End-user-as-a-turnkey service

Facilities Finance IT Legal HR

1. Device Management2. Application Management3. Service Management4. Analytics Management5. Cloud Migrations6. Process Automation

Make IT Invisible

The path to productivity freedom: Everything as a Service

Process Automation

Identity managementand self-service

Service desk

Mobility

Security

Monthly billing

$

Apps & dataDevice and

operating system

End users

May 10, 2018


Service Oriented Data

End User Migrations Device as a Service Cloud Migrations IT Automation Process Automation

Enterprise Management

Process Automation

A New Paradigm for Doing Work

Innovative IntegrationDifferentiating by addressing the

needs of the enterprise

Enterprise UIQuery

Insights

Natural Language UI

Workflow AutomationProject Management

Contract ManagementDelivery: Automation/

Orchestration

Enterprise Workflow MgmtEnterprise Analytics Mgmt

Enterprise Master Data Mgmt

Micro-servicesarchitecture

May 10, 2018


“To IT and Beyond!”

Migrations to ServiceNow

Self-healing incidents

Contract Management

NLP Query Services

NLP Service Request

Generation

Enterprise AnalyticsCatalog

Hybrid Management

Enterprise Process Automation

Virtual Agent SN Platform

DXC and ServiceNow Innovating to Enable Exceptional Customer Experience

May 10, 2018



Value props► Reduced time to go-live on SN platform

► Removes need for swivel chair solutions

► Migrate historical data for problem analysis

► Reduce migration hours required by up to 30% with no downtime



May 10, 2018




Value props► Reduced total number incidents

► Eliminate outages before they are even noticed by end users

► Detect when something will happen before it does► Improve application availability without adding additional

staff for support► Integrate with Event Mgmt. in SN for actionable records

when self-healing isn’t available


May 10, 2018




Value props► Use SN’s strong catalog experience to request

analytical data for end users

► Manage all insights across the enterprise in one place

► Rapidly iterate on new reports and insights and publish easily in SN

► Delegated administration of catalog without system admin access


May 10, 2018




NLP Query Services

NLP Service Request

Generation

Value props► Enhanced natural language UI► 18 Communication channels (e.g. Slack, Facebook, etc.)► Virtual agent for ticket submission► Self-service status updates

May 10, 2018




ContractManagement

Hybrid Management

Value props► Leverage existing SN contract product to facilitate

management

► Integrate with collaboration tools that complement SN

► Rapidly develop business applications to solve complicated problems

► Manage your hybrid cloud environment (e.g. Azure) with built in SN products

► Accelerate end-user support/ self-help

May 10, 2018


Service-Oriented Data (SOD)

• Implementation and alignment of use-cases is the key to driving Enterprise IP. Technology prohibits this due to binding of data elements within applications

• Freeing data to create workflows will dramatically reduce time to market

• Incrementally developing enterprise use-cases through SOD drives innovation to next-gen path allowing a reinvention of the enterprise

• Agnostic de-coupling of silo solutions drives speed to market

• Use-case consumption for any user, on any device, anywhere securely enhances collaboration and productivity

End User Migrations Device as a Service Cloud Migrations IT Automation Process Automation

Enterprise Management

Process Automation

Enterprise UIQueryInsights

Natural Language UI

Workflow AutomationProject Management

Contract ManagementDelivery: Automation/

Orchestration

Enterprise Workflow MgmtEnterprise Analytics Mgmt

Enterprise Master Data Mgmt

Micro-services

architecture

May 10, 2018


Your enterprise workflow is your IP• Actually realize IP value of your business use-cases

• Business differentiation unique to your value proposition

• What do you do differently that creates value to clients, employees, shareholders?

• Continuously modernizing ability to learn/improve

• Tailoring/tuning workflows real-time to address shifting business needs

• Non-linear workflow, re-routing (Waze)

• Predictive modeling of workflows

May 10, 2018


Enterprise workflow and data management

• Static scripts are replaced with intelligent dynamic workflows

• Constant synchronization of upstream/downstream data– Real-time integration of disconnected systems– Readers, writers, transformers, visualizers

• Agnostic coupling makes you “future proof”

• Repeatable process, globally scalable, cloud born

• Extends reach into customer applications

• AI natural language universal interface– AI is the new UI

Interactive AIDynamic Workflows

Intelligent Search

Data Migration

AgnosticConnectors

DataClassification

Natural LanguageProcessor

Unified DataFormat

Global Content Tagging Deep Learning

Instant Deployment of New Services

May 10, 2018


AI & NLP are the new UI

• Leveraging next-gen cognitive rapidly delivers functionality and results

• Millennial workforce alignment

• Dramatic decrease in training requirements

• Dramatic increase in time to market on features and results

• Disconnect 3rd party backend solutions from natural language UI

• Allow slow app upgrades by using AI UI which will interact with both old and new systems seamlessly

May 10, 2018


SOD enables the “Golden Client Record”

• Transparent distributed data management layer that plugs-and-plays in existing IT infrastructures

• Complements and leverages existing IT systems, tools and applications

• Leave and guard data in sources, copies, e.g., Data Lake, or stored in indexes – a hybrid approach

• Address upfront data discovery, security, quality, standards, MDM and other data-related processes

DS1 DS2 DS3 DS4 DS5

Organization A

DS11 DS12 DS13

Organization C

Cloud Data Source

DS9 DS10DS7 DS8DS6

ExternalCommercial/Public Data Source

Organization B

DataGovernance

System

ETLSystem

MDMSystem

Organization’s own reference systems

May 10, 2018


Enormous challenges as data sources and analytic applications proliferate

May 10, 2018


These data assets and analytic applications fall into a number of categories

Self-serve Data Prep

Data Science PlatformsSelf-serve Analytics

and Visualization

Traditional BI

Analytics LOB Applications

Data Catalogs and Metadata

Data Federation and Virtualization

Data and Compute Platforms

Data Integration and ETL

AI Libraries

May 10, 2018


The second paradigm shift is the concept of the analytics warehouseReuse/analytics consistency/analytics governance capabilities

Self-serve Data Prep

Data Science PlatformsSelf-serve Analytics

and Visualization

Traditional BI

Analytics LOB Applications

Data Catalogs and Metadata

Data Federation and Virtualization

Data and Compute Platforms

Data Integration and ETL

AI Libraries

Analytic Catalog | CodeGen | Orchestration | API’s – Centralized, re-usable, operational algorithms

Aginity, Inc. © 2017. All Rights Reserved. Confidential - Do Not Redistribute without Aginity's Express Permission May 10, 2018


Accelerating BI analytics reporting outputby improving BI report development team efficiency

Gain: Efficiency/Cost Reduction and New Opportunity value

Analytics Data Set #3

12 Weeks


12 Weeks


12 Weeks

DXC Improved Timeline

• Analytics Data Set #1: 4 Days• Analytics Data Set #2: 2 Days• Analytics Data Set #3: 1 Day

The difference (Before => After): • 9 people => 2 people• 36 weeks => 7 days

#14 Days

#22 Days

At least 58x productivity****based on minimum development duration and assumption that

50% of non-amp time was requirements, design and testing.

#31 Day

Customer Baseline

May 10, 2018


Challenges• Effort to manually build and

maintain

• Inconsistent

• Un-governed

• Performance bottlenecks

Before Amp• 700 Lines of manual SQL and

data preparation

• Repeatedly cut and pasted

• Across 45 other programs

• Across 100s of Analysts

Accelerating advanced analytics output by improving data scientist and analyst efficiency

May 10, 2018





Contract Management

NLP Query Services

NLP Service Request

Generation


Hybrid Management

Enterprise Process Automation

Virtual Agent SN Platform


May 10, 2018

© 2018 DXC Technology Company. All rights reserved

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.

dxc innovation service-oriented data and servicenow...service-oriented data (sod) •implementation...

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