Transcript READ ME FIRST – THEN DELETE THE SLIDE

An AT&T Company
USi’s Knowledge Portal
Endeca Case Study
Presented by Toby Ford
CTO, AT&T Hosting & Applications Services
© 2007 AT&T Knowledge Ventures. All rights reserved.
AT&T is a registered trademark of AT&T Knowledge Ventures.
USi is a registered trademark of USinternetworking, Inc.
An AT&T Company
With the acquisition of USi, AT&T expanded its
participation across the IT services spectrum
Infrastructure
Focused
Colocation
Application
Focused
Managed
Services
 Global data network and IDC footprint
 Broad suite of IT infrastructure
support services
 Advanced capabilities such as
virtualization and Visualizer maps
 Linkage to AT&T security, consulting,
VPN, transport and other services
Page 2
Managed
Application
Outsourcing
An AT&T Company
Professional
Services
 Enterprise, eCommerce and
Messaging application outsourcing
 eCommerce custom development and
hosting
 Business advisory and applicationspecific professional services
 Software-as-a-service enablement
© 2007 AT&T Knowledge Ventures. All rights reserved.
AT&T is a registered trademark of AT&T Knowledge Ventures.
USi is a registered trademark of USinternetworking, Inc.
An AT&T Company
USi’s Knowledge Management History
Primary Impetus circa 2004
•
Reduce Labor Cost through Automation and Knowledge
Management
•
Capturing our Intellectual Capital and Property
– Stored in Enterprise Applications, Document Repositories,
Wiki, Operational Support Systems
– Required additional storage of data in new official FAQ or
terms application
•
Finding data faster from numerous disparate systems
Page 3
© 2007 AT&T Knowledge Ventures. All rights reserved.
AT&T is a registered trademark of AT&T Knowledge Ventures.
USi is a registered trademark of USinternetworking, Inc.
An AT&T Company
USi’s Background in Data Integration,
Knowledge Management, and Search
Selling Enterprise Application Integration
Doing EDI -> EAI -> Web Services for 10s of clients
– WebMethods Partnership
–
Selling Enterprise or eCommerce Search
–
Applying search techniques to catalogs or intranet websites or
document repositories
Selling KM thru Enterprise Applications and
Integrations
Page 4
© 2007 AT&T Knowledge Ventures. All rights reserved.
AT&T is a registered trademark of AT&T Knowledge Ventures.
USi is a registered trademark of USinternetworking, Inc.
An AT&T Company
Evaluations of Knowledge Search
Approaches
Typical Enterprise Search Options
•
Integration Type thru overlay or directly
•
Crawler/Index Type
•
Self built via Meta-data approach
–
Build Meta-schema, integrate, presentation
Atypical Enterprise Search Options
•
Self built via Iterative Integration, Search Driven
Methodology
Page 5
© 2007 AT&T Knowledge Ventures. All rights reserved.
AT&T is a registered trademark of AT&T Knowledge Ventures.
USi is a registered trademark of USinternetworking, Inc.
An AT&T Company
Initial Evaluation issues
Working out Meta-data issues is hard
Working out System Integrations is hard
Enterprise Applications aren’t web crawler friendly
“Magical” data inter-workings aren’t apparent a
priori
Page 6
© 2007 AT&T Knowledge Ventures. All rights reserved.
AT&T is a registered trademark of AT&T Knowledge Ventures.
USi is a registered trademark of USinternetworking, Inc.
An AT&T Company
Choosing Endeca
Experience using Endeca with eCommerce Catalogs
Impressed with Refinements & Dimension driven
search
Impressed with Speed of Searches
Flexible and Easy to Implement
Page 7
© 2007 AT&T Knowledge Ventures. All rights reserved.
AT&T is a registered trademark of AT&T Knowledge Ventures.
USi is a registered trademark of USinternetworking, Inc.
An AT&T Company
Building the USi Knowledge Portal
Wanted Google Simplicity, followed Google
Philosophy
– The interface is clear and simple.
– Pages load instantly
Utilized the training and development tools
provided by Endeca
Utilizing simple page design, Tomcat/JSPs, agile
SDLC, and one developer over 6 months
Page 8
© 2007 AT&T Knowledge Ventures. All rights reserved.
AT&T is a registered trademark of AT&T Knowledge Ventures.
USi is a registered trademark of USinternetworking, Inc.
An AT&T Company
Data “Pipelines”
•
PeopleSoft CRM
•
PeopleSoft HR Skills Module
•
PeopleSoft FIN
•
USiOasis iChanges - Change Management Tool
•
USi Contract Application MRDB
•
USiOasis CMDB - Devices and Client Solutions
•
eRoom
•
Atlassian Confluence
•
Salesforce.com
•
Developed special Terms application for managing official USi
Terms
•
Working on official USi FAQ/Q&A answer database now
Page 9
© 2007 AT&T Knowledge Ventures. All rights reserved.
AT&T is a registered trademark of AT&T Knowledge Ventures.
USi is a registered trademark of USinternetworking, Inc.
An AT&T Company
Page 10
© 2007 AT&T Knowledge Ventures. All rights reserved.
AT&T is a registered trademark of AT&T Knowledge Ventures.
USi is a registered trademark of USinternetworking, Inc.
An AT&T Company
Page 11
© 2007 AT&T Knowledge Ventures. All rights reserved.
AT&T is a registered trademark of AT&T Knowledge Ventures.
USi is a registered trademark of USinternetworking, Inc.
An AT&T Company
Page 12
© 2007 AT&T Knowledge Ventures. All rights reserved.
AT&T is a registered trademark of AT&T Knowledge Ventures.
USi is a registered trademark of USinternetworking, Inc.
An AT&T Company
Project Conclusion
Implementation
•
Short, iterative “Beta” releases works well
•
Promotion and Training necessary for the easiest to use interface
Support
•
Feedback on Data Quality and Typical Search patterns is essential
•
Awareness of “Data Life-cycle”; Data Source Support required
“Virtual Auto Generated Data Integrations and/or
Reporting” in tool have led to interface
improvements and integration enhancements via
iterative, user driven feedback
Page 13
© 2007 AT&T Knowledge Ventures. All rights reserved.
AT&T is a registered trademark of AT&T Knowledge Ventures.
USi is a registered trademark of USinternetworking, Inc.
An AT&T Company
Business Conclusion
Support people have faster direct access to
information from many sources
Less time searching for key data points
Reducing redundant efforts and data
Reporting on business in general; skill, location,
solution health, support trends, etc.
Page 14
© 2007 AT&T Knowledge Ventures. All rights reserved.
AT&T is a registered trademark of AT&T Knowledge Ventures.
USi is a registered trademark of USinternetworking, Inc.