2017March-Future of Artificaial Intelligence in IT

WELCOMESan Francisco Bay Area

Local Chapter Meeting

March 15, 2017

WHERE TECHNICAL SUPPORT PROFESSIONALS BELONG

Today’s Meeting Agenda11:30 – 12:00• Registration/Networking/Lunch • Introductions

12:00 – 1:30• Announcements

• Keynote - The Future of Artificial Intelligence in IT: Using Machine Learning to Drive Automation for Process Improvement

• Case Study – Larry Motsenbocker - Fujitsu• Raffle Drawing

Please complete our survey

https://goo.gl/iClK4u Today’s Speaker

Dan TurchinCo-founder and

Chief Product Officer of Neva

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Thank you Our Meeting Location Hosts Synopsys and Ellie MaeOur Meeting Sponsor

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Introductions• Connect with 2 or 3 people who are “new to you”

– Find out their answers to the following questions: • 1 – Their name

• 2 – Company

• 3 – Functional Title (what they do)

• 4 – Number of years they have worked in IT

• 5 – Find three things you have in common - For instance you all like the beach

• Connect with another group and share the things you have in common


• Each year, HDI works jointly with the local chapters to identify and award the highest honors in the technical service and support profession.

• Nominations open in August

• The SFHDI chapter winners compete with their peers regionally to represent at the HDI Annual Conference & Expo

• An exclusive membership benefit

– Analyst of the Year

– Desktop Support Technician of the Year

Let’s Celebrate our Award Winners!

http://ThinkHDI.com/IndustryAwards

HDI's premier award sponsor


2016 SFHDI Award WinnersAnalyst of the Year

Paul MakLinkedIn

Desktop Support Technician of the Year

Luis TorresSynopsys


OUR

LOCAL CHAPTER DISCOUNT

**Additional $200 Off**

HDI17SFUSE PROMO CODE

at

HDIConference.com


San Francisco Bay Area HDI Board of Directors

VP Communications

Cathy Miller (LinkedIn)VP Programs

Rob Matheson (Excell)VP Vendor Sponsorships

Josh Furr (LinkedIn)

VP Membership

James Hagan (LinkedIn)Co-VP Finance

Nenita Rozzi Bren Hanson (Exchange Bank)

Past President/Chapter Advisor

Larry Motsenbocker (Fujitsu)

President

Terri Oropeza (Synopsys)

Members at Large - Leadership Council

Dawn Dunn (Wilson Sonsini Goodrich & Rosati

Hillary Hernandez (Robert Half Technology)

Karen Whitcomb (Ellie Mae)

Join Us!Help us grow the SF Bay Area Chapter


ThinkHDI.com/[email protected]

800-248-5667

“I have become part of something that is closer than a community, I have become part of a family.”— Dewayne Dillard, Sr. Help Desk Technician, WexnerMedical Center at The Ohio State University

Hot content. Cutting edge research. Event and training discounts.

The Most Passionate Community in Tech Support

“HDI cares about and celebrates the success of every member of our community. Together we arestronger.” —Yvonne Harrison, Director Consulting Services, CGI


HDI Members:Now More Connected Than Ever

Connect and collaborate with professionals who share your goals and challenges

Only at HDIConnect! Connect.ThinkHDI.com

Gain exclusive access to the best industry resources—hand-picked by experts and practitioners


HDI Training Experience | Phoenix, AZ | March 20-24The HDI Training Experience features four job- and skill-specific certification training courses over five days of learning and networking. Big discounts available. Learn more.

Upcoming HDI Leadership Forums• Live at HDI 2017 in Washington, DC- May 9-12 • Napa, CA- June 19-22 Executive and Healthcare Provider Forums• Find out more at forums.thinkhdi.com

HDI 2017 Early Bird Deadline is March 17Don’t miss your last chance to save on the HDI 2017 Conference & Expo. You’ll get $200 off your conference pass and HDI member save an extra $200! Register now and save.

What’s Hot at HDI

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Upcoming Meetings and Events• Webinar - Mar 30, 2017 – 10 am

– The Pursuit of Award-Winning Service Improvement: A Case Study from CGI Federal

• April 6 – Sacramento HDI Big Event One Day Conference

• April 28 – Authentic Leadership with Julie Mohr– Live Meeting – Ellie Mae, Pleasanton– Multicast – SF and Palo Alto - WSJR

• May 9-12, 2017 HDI Annual Conference– Connecting the World of Technical Support

• Gaylord National | Washington, D.C.• The most comprehensive four-day event covering all aspects

of the technical support industry

• June 7 - TBD Local Chapter Meeting• Summer 2017 – SFHDI Tech Taps

– Locations in SF, South Bay and East Bay To Be Announced


Get Social Us With Mention us today:#SFHDI

Join us on LinkedIn:www.linkedin.com/groups/123224

Like Us:fb.com/BayAreaHDI

Follow us:Twitter @sfhdi


Thanks to our Sponsors


A word from our sponsor

Insight Proprietary & Confidential. Do Not Copy or Distribute. © 2015 Insight Direct USA, Inc. All Rights Reserved.Insight PresentationInsight’s Tagline Would Go Here Insight Presentation

HDI Presentation 3/15/2017Mandy Wolfe & Tim Hogan

Insight Proprietary & Confidential. Do Not Copy or Distribute. © 2015 Insight Direct USA, Inc. All Rights Reserved.Insight Presentation

• Global provider of HW, SW and Services

• Founded in 1988

• Headquartered in Tempe, AZ USA

• 5,400+ teammates worldwide

• Operations in 22 countries

• Transacts in 15 languages and 14 currencies

• Partnerships with 5,000 manufactures

• $5.5 billion in revenue in 2016

• Serving 80% of Global Fortune 500

• Currently 474 on the Fortune 500

• 2,300+ product and industry certifications

• 1,000+ Services professionals

17


Help businesses run smarter with intelligent technology

Imaging and asset tagging

Customer owned inventory and hot swap program

Data migration


Traditional end-user model


Modern end-user model

End users Transformation

Knowledge

Management

Social

Peer2

Peer

IT

Process

Automation

Script

Pulls

KM

Search

Self

Service

Portal

VendingSSO &

PW

Reset

Chat

Patch/

Script

Push

Onsite

Techs

Warranty

OEM/Post

Walk Up

ServicesLockers Mobility

Depot/

NRC

LOB &

Shadow IT

Support

Thought

Leadership

Enterprise

Apps

Productivity

Remote

Tools

Email,

Phone,

Web


Thank You!

22 © 2017 FUJITSU

Connect. Challenge. Inspire.

RPA Case

Larry Motsenbocker

23 © 2017 FUJITSU

Non-disruptive automation

Works by using rather than replacing existing systems

Removes repetitive, mundane, low value or very manual tasks if they have

Structured workflow

Clear decision parameters/logic (if x then y, otherwise z)

Requirement for effort removal, high degree of consistency, 24/7 operations, removal of human error

Delivering consistent and efficient process operation

Virtual Robot Workers – Interacting with systems as a user would

Only requires standard systems access – No expensive integrations

Simple visual design and build

No programming skills

• Reduced cost of setup – Shorter time to production

If you could teach someone else to do it, you can likely automate it

What is Robotic Process Automation?

24 © 2017 FUJITSU

Assume an Average Daily Volume of 600 tickets needing human intervention

The current process takes an average of four minutes per alert (2400 minutes total)

Assume each FTE has an output of 6.5 hours per day (390 minutes)

Total of 6 FTE required to complete activity

Internal – Automation of NOC alerts

25 © 2017 FUJITSU

Retail Sector – Automation of Base Ticket Audits

The Customer

The Challenge

The Benefits

National Retail Store

Provides increased coaching opportunities to

the Supporting Group, leading to higher

overall accuracy in these types of escalations.

Reduction in potential SLA violation for

unnecessary or erroneous parts ordering.

Near real time tracking of the feed from Oracle

to customer based systems, which also

reduces potential financial risk.

Time reallocation from searching for and

locating mistakes, concerns or areas of

improvement to proactively processing the

mistakes and concerns within the team.

Automating Base Ticket audits for Dispatch

Queues: WebFujitsu, Webblackbox,

Webcrosscomm, Tyco. Ticket queues: MK

Queues: Depot, Depot WIP Depot hold, WMI

Depot, WMI Depot Hold as well as CAP

requests.

Digital worker is provided a CSV export of Tech Dispatch / Markdown escalation data

Digital worker loads the data into the automation tool.

Digital worker reads the ticket data for required escalation information.

Digital worker notates missing information and compiles ‘Good’ escalations and

‘Exceptions’

Digital worker provides both datasets upon completion

Design Thinking:

Automation frees up Supporting Group

from verifying accuracy, allowing for

more coaching opportunities per month

and an overall increase in accuracy.

The processes is easily adaptable to

other types of tickets.

Technologies:

Microsoft Excel

RPA HTTP post to WebService API

LAMP stack reporting site

Google charts API graphing features

Ticket Data is sent

to Digital worker

Digital worker

verifies data

Data is sent back

to Supporting

Group

26 © 2017 FUJITSU

Retail Sector – Time and Attendance Validation

The Customer

The Challenge

The Benefits

Summary of Automation

Digital Worker extracts timecard data from timecard system and login data from ACD

system

Digital Worker compares timecard data to login data, adjusting for time zones,

holidays, etc.

Digital Worker generates formatted report and provides via email or web page

download

Digital Worker alerts team management for defined criteria and anomalies

Digital Worker monitors anomalies for human resolution and re-applies exceptions to

report

National department store

Reduce team management time on

timecard validation equating to 0.233

FTEs

Automatic adjustments for daylight

savings, holidays, time zones, and

overtime

Parameters based process controls

enabling variable processes with 100%

compliance

Fully automated reporting and alerting

Comparison of time cards to login times is

time consuming and repetitive for team

management

Given date time values from timecards and

login date time values, automate a solution

to validate timecard values fall within

acceptable ranges

Technologies: Robotic Automation Engine



Google charts API graphing features

Design Thinking: Extendable process can be leveraged

for further work with email templates

Rules are variable and parameters

based for ease of add/remove in future

needs

No Digital Worker deleting means

human review is always available –

emails only to be moved into groups

Extract Time

Card Data

Anomalies post

to web service

Compare

time/date

ranges

Generate

Formatted

Report

Compliant post

to standardized

report

Extract

ACD login

data

Apply rules and

criteria

Have

anomalies

been

approved?

Append

standardized

report

N

Y

27 © 2017 FUJITSU

The Customer

The Challenge

The Benefits

Government agency

Significant decrease in time to closure of

service requests as notifications proceed as

soon as thresholds are exceeded rather than

upon discovery or notification equating to 0.54

FTEs

Parameters based internal escalations allows

for variable rules and actions

Fully automated alerting and historical

reporting

Services Requests have “child” items that need

to be completed prior to service requests being

closed

Given service requests, their child items, group

assignments and identification of responsible

individuals, automate a solution to follow up on

child requests with no updates in defined time

Public Sector – Service Request Automation

Robot loads all service requests that are not closed or resolved meeting defined criteria

Robot opens each individual ticket and loads all child items by unique keys

Robot evaluates child items against criteria for launching follow up process

Robot alerts team management for defined criteria and anomalies

Robot monitors for compliance and provides tools for identification of trends and outliers

Design Thinking:

Parameters based process controls allow for

extendable functions

Data gathered during this process can provide

new insights into trending, efficacy and

efficiency within processes

No robot deleting means human review is

always available – emails only to be moved

into groups

Technologies:

Digital Worker Automation Engine



Google® charts API graphing features

Load SRs

For each

parent

Next parent

For each child

Next child

Attempt 1

criteria?

Alert SR child owner

Alert SR parent owner

Attempt 2

criteria?


Please complete our survey

https://goo.gl/iClK4u


And the winner is…

• Random drawing from all three sites for today’s lucky winners

– Plantronics Voyager 5200 UC

• Donated by

– Amazon Gift Card Provided by SFHDI

– Amazon Echo

• Donated by