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Faster Service Delivery For Business and IT: How Experian Unlocks SaaS Capabilities With Dynatrace, ServiceNow, and Splunk

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Jonathan Hayes, VP of Global IT Service Excellence, Experian
Owen Devine, Service Owner, Experian

For Experian, a consumer credit reporting agency that collects and aggregates information on over a billion people, unresolved incidents can put a customer’s’ financial health at risk. Learn how, with xMatters, Experian integrates Dynatrace, ServiceNow, and Splunk to satisfy business and IT needs as it continues to expand the SaaS capabilities across its global services.

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Faster Service Delivery For Business and IT: How Experian Unlocks SaaS Capabilities With Dynatrace, ServiceNow, and Splunk

  1. 1. Faster Service Delivery for IT and Business Operations: How Experian Unlocks SaaS Capabilities with ServiceNow, Dynatrace and Splunk Experian Jonathan Hayes | Owen Devine
  2. 2. Jonathan Hayes Vice President, Global IT Service Excellence
  3. 3. Diverse mix of 12,000 clients in more than 80 countries 16,500 employees in 39 countries No client industry represents more than one-third of our revenue What is Experian? Our global reach and diverse client base = local expertise and shared learnings
  4. 4. Enabling smarter and quicker decisions Helping more people get the services they need Protecting identity and reputation Making a difference to our communities and society Using data responsibly. Adhering to regulations. Investing in technology, people and innovation. At Experian, we unlock the power of data to create opportunities, improve lives and make a difference to society.
  5. 5. Our capabilities help organisations foster meaningful, profitable, and risk-controlled interactions with customers throughout the relationship… PLAN KNOW ACQUIRE MANAGE GROW Market insight Customer insight Vehicle identities Application processing Fraud prevention Identity solutions Portfolios and regulation Cross channel marketing Credit risk Debt management Data quality and management Consumer services
  6. 6. … the IT platform for Service Excellence The background to delivering …
  7. 7. How We Figured it Out
  8. 8. Service Owner IT Service Tools & Automation Owen Devine
  9. 9. Use Cases
  10. 10. USE CASE: 1 Closed loop communication back into ticketing system
  11. 11. Use Case 1: Closed Loop communication into ticketing Benefits: Self Service roles, group and scheduling. It's allowed us to concentrate on the more valuable things that we want to do, the things that bring better value to our internal teams. It's that gift of time really, it gives us the time to concentrate on the value propositions for our business and clients
  12. 12. USE CASE: 2 Reduced MTTR through Full Stack Performance Monitoring
  13. 13. Automated Full Stack Performance Monitoring and Dependency Mapping Benefit for Experian: • Actionable intelligence about application performance at your fingertips. • Optimized user experience for all customers, not just those encountering problems. • Full insight into dynamic cloud instances and ephemeral microservices. • No gaps or blind spots along the network. > wget dtoneagent.sh https://yourdynatraceinstance > /bin/sh ./dtoneagent.sh Simple Download & Install the Dynatrace OneAgent Host, Processes, Logs, Apps, Code-Level, End Users …
  14. 14. Smart Alerting through Causation based AI Benefit for Experian: • Actionable intelligence about application performance at your fingertips. • Optimized user experience for all customers, not just those encountering problems. • Full insight into dynamic cloud instances and ephemeral microservices. • No gaps or blind spots along the network. Dynatrace AI notifies xMatters on real problems
  15. 15. Use Case 2: Full Stack Performance Monitoring Dynatrace AI detects availability issue On-Call Team View Dev Team can fix problem immediately Notify xMatters 1-click to Root Cause Issue Resolved
  16. 16. Dynatrace Problem Evolution directly accessible from xMatters Dynatrace AI provides all relevant events (logs, crashes, metrics, …) for a problem in a single view à Reduces MTTR
  17. 17. USE CASE: 3 Monitoring correlation with Splunk
  18. 18. Use Case 3: Monitoring Correlation with Splunk Benefit: Analytics across our ticketing data Can you add a photo of splunk
  19. 19. § Standardised processes, removal of aging tools that are no longer fit for purpose, innovate integrated platform using best-of breed technology to improve our ability to leverage our economies of scale and agility across the enterprise § More efficient use of resources to deliver productivity gains and enable employees to focus attention on more higher-value roles § Greater service insight at the fingertips of our employees to provide a much richer experience for customers when engaging with Experian Delivering significant benefits …
  20. 20. The Journey Continues … The IT Platform for Service Excellence
  21. 21. Experian Jonathan Hayes | Owen Devine THANK YOU Faster Service Delivery for IT and Business Operations: How Experian Unlocks SaaS Capabilities with ServiceNow, Dynatrace and Splunk
  22. 22. Q & A

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