Thanks to Mirza Chughtai for an informative presentation on USE CASES FOR AUTONOMOUS INFRASTRUCTURE and to everyone who attended the April Tech Leaders of DFW Happy Hour. Topics discussed: Block chain Digital Crypto currency Total automation IVR CHAT BOTS cognicore Self healing infrastructure (Watson) ignio (service management) Horizontal scaling Business continuity Segregation leads to discrimination

1. Presents: AUTONOMOUS INFRASTRUCTRE
By: MIRZA K. CHUGHTAI
04/19/2018
FLYING SAUCER

2. Mirza Chughtai
Chief Technology Advisor
Joined WWT: 01/02/2018
Based in Dallas, TX
Mirza Chughtai is an Information Technology Executive with
relentless focus on directing the technology, resource, and
operational strategy. Creative and passionate ‘Change Agent’
outpacing competition with a committed customer centric ethos.
Evangelist for smart technologies, nimble processes and winning
culture.
Prior to WWT, Mirza joined Miner Corporation in 2015 as Chief Information
Officer and a member of their executive leadership team, Mirza changed
the company’s technical landscape by delivering digital transformations and
industry-first field service platforms that drove significant improvements in
customer experience, operational efficiency, margins, cost reductions, and
revenue growth.
Prior to joining Miner, Mirza was the Vice President and Chief Innovation
Officer for Tri-Ed Distribution where he provided the vision and leadership
for the company’s technology strategy and solution development. He was
also the executive sponsor for multiple business development and M&A
activities that drove multimillion-dollar business transformations.
From 2008 to 2013 Mirza was the Head of Global Infrastructure Engineering
for Arrow Electronics, Inc., where he oversaw and directed end-to-end
technical strategy for the company’s complete IT suite of infrastructure
technology requirements and teams.

3. Customer
Service
Sales&
Marketing
Connected
Experience Ecosystem Growth
Industry Trends & Common Themes
1. Full lifecycle ‘customer
interaction management’
2. UI that handles the start and
end points with step-by-step
guided experience
3. Hybrid omni-channel model
with skills based routing and
workflow integration
4. Telephony integration with
full CTI, chatbots, call scripting
driving customer 360 view
5. Knowledgemanagementstrategy
forselfservice,insightsand
improvedreporting
1. Definition and visualization of
the customer journey and all
engagement points
2. Contact Center’s role in
fueling Marketing automation
/ segmentation and
positioning that is aligned to
the selling motion of the field
teams
3. EarlyWarningSystem (predictive
data)approachtofieldenablement
&customerengagement
1. How can connected
products (IOT) create a
more cohesive service
alignment
2. Quality Management &
Analytics (video / voice /
social media)
3. Integration fast track of
M&A
1. Connected products and
maintenance contract uplift
2. Create a 1Brand approach
to operational execution
3. M&A & Customer Journey’s
are now better aligned
through the visibility of a
1Brand model
1. Omni-Channel routing is
eliminating duplication of
processes that cause internal
issues on speed to serve
customers
2. SpeechAnalytics
3. Communication and
messaging the “why aspect”
of Brand differentiation
4. Voice of the Customer
strategy (driver of NPS,
CSAT)
Outcomes and Impact of next generation infrastructure on major business areas

4. OVERALL TRENDS IMPLICATIONS
3-5 YEARS
and
4

5. AI PSD2 IoT Blockchain VR/AR
OVERALL VISION TRENDSand
3-5 YEARS
Customer Service Automation
Chatbots and virtual assistants
Advise Automation /
Personalization
PFM, robo advisors, next-gen risk
assessment
Business Process Automation
Robotic process automation, fraud,
compliance, risk
Security as a Business
Differentiator
Cybersecurity, biometrics, IDaaS, info
ownership
Financial Inclusion /
Developing World
Digital means to bank the unbanked
Open Banking / FS /
Ecosystems
PSD2, API economy, new revenue streams
Disintermediation
Alternative lending, crowdfunding, next-gen
cash
Non-human Customers
Cars, homes, Digital Autonomous
Organizations (DAO)
Constant Innovation
Increasing share of revenues from new
services, frequent acquisitions, rise of “AS-A-
SERVICE” tech
5

6. Making a Meaningful Difference
Think Big, then Break Down the
Elephant in Digestible Phases
3-5 Business and IT trends including cloud migration, autonomous infrastructure, automation of front/back
office processes, open banking / PSD2, rail replacement, blockchain, etc.
Edge Transformation Unified / Hybrid LaaS
Autonomous
Infrastructure
Big Data / AIaaS +
Service Automation
Edge Design and Testing
User Experience / Omnichannel Dev.
Logistics Operations Command
Center on Steroids
Nextgen Private Cloud
Center of Excellence for additional
programs / Labs e.g., Automation,
DevOps, AI etc.
Services-driven top down approach
to automation
Private Cloud automation
Automation Lab
Operations Command Center
Opportunity to build and operate
AIaaS infrastructure, and
microservices
New accelerators-driven data center
design
AI chatbot implementation/pilot to
enable Help Desk and IT Automation
FORTE Impact Analysis
IT Vision 3-5 Years
6

7. Autonomous Infrastructure
7

8. Top Down, Services-Centric, Automation Capabilities in Private
Cloud and @ Par with Public Cloud
8
Network automation Services-driven top down approach to automation with de-coupling between infrastructure and services
Compute and storage automation
Internal cloud @ par with Public cloud capabilities: both time to market (agility) and user experience (ease
of use)
DevOps Streamlined / re-designed processes in support of CI/CD best practices
Private vs. public cloud
Transparency and intelligence enabling performance issues to be rapidly surfaced and potentially
addressed automatically
3 - 5 Y E A R T R E N D S E N D - S T A T E I M P L I C A T I O N S
Private Cloud Automation Automation Lab Operations Command Center
Top-down Services -focused multi-tiered architecture
including: Service Broker >> Northbound API layer
>> Abstraction Layer (that also manages Capacity
distribution whether to the Internal or External Cloud)
>> finally the Native API layer on top of the H/W
Re-design of internal infrastructure to enable boarder
Automation
Automation center of Excellence / Innovation Program
to test new tools/toolchains, automation PoCs etc.
Training university for engineers/SREs, developers and
architects
Potentially, create a CI/CD environment
Self service capability for individual app owners, within
this Platform to monitor application performance.
Infrastructure operations ability to monitor and capture
metering info related of infrastructure performance and
infrastructure services use.
AI-enabled investigation (and potentially self healing)
capabilities
EF O T
Autonomous
Infrastructure

9. Big Data / AIaaS + Service Automation
9

10. 10
Web-native apps with heavy multi-
media + Increases in Data Volumes
New Accelerators: GPUs (FPGA, DSPs and Custom ASICs) reshaping the Data Center
Rapid expansion of BD/AI and rise
of Deep Learning
Self-Serve/AIaaS allowing Decision Scientists and Business people to rapidly bring new models to market
Slowdown of Moore’s Law Automated Streamlined Compute and Data Infrastructure and Processes
Composable Systems, Memory-
Driven Architectures and Custom
Accelerators
AI to power Smart Infrastructure and Service Automation
3 - 5 Y E A R T R E N D S E N D - S T A T E I M P L I C A T I O N S
Big Data / AI as a Service, Hyper-performant AI Infrastructure
to support the ‘Smart Business’
Self-Service AI / AIaaS
Data & Compute as a Service
Infrastructure
AI Lab
Self Service AI platform (containers or
otherwise) with back-end automation to
enable:
Building models with transparent
/seamless access to data and physical
infrastructure
Leverage of existing AI models (do no
reinvent the wheel)
Service catalog, Automation and
integration to automate access to
resources and optimize resource
utilization and productivity
Design and Implementation of GPU-
based compute infrastructure
Design and Implementation of state of
the art Data infrastructure
AI CENTER OF EXCELLENCE:
• AI Experts and Innovation program to
evaluate AI Infrastructure (Data,
Compute and Storage) and processes
• Scope to cover HPC, M/L and D/L
• Training program for AI engineers and
possibly Decision Scientists
Virtual Agent / AI Chatbot
PoC of AI chatbot with a focus on either
Help Desk or the Automated Service
Catalog. Could be to enable/supplement
current existing deployments
Expansion to other areas and use cases
BD/AIaaS +
Service
Automation
EO T

11. 11
Wrap up
Concerns
Ideas
Next Steps
Questions
Issues