DXC Bionix: Intelligent Digital Automation · Platform DXC: digital generation delivery platform DXC Bionix applied at scale across our delivery engine Enabling us to work smarter,

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


Introducing DXC Bionix

Watch DXC Technology’s Steve Hilton describe

DXC Bionix and its benefits

Read the press release

https://www.dxc.technology/

https://www.dxc.technology/bionix

https://www.dxc.technology/newsroom/press_releases/144214-dxc_technology_unveils_dxc_bionix_to_provide_automated_it_services_at_scale


DXC BionixDXC’s approach to intelligent automation — transforming enterprises digitally at scale


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.


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


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


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


3.7 Activate Monitor


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


2.10 Activate Systems Mgmt

2.9 Activate Log Mgmt

2.8 Activate usage/invoice

2.7 Activate Service UID


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


3.7 Activate Monitor


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


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


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


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


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


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


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.


Appendix


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


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


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


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


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


$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


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


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


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


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


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


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

Documents

DXC Bionix: Intelligent Digital Automation · Platform DXC: digital generation delivery platform DXC Bionix applied at scale across our delivery engine Enabling us to work smarter,