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© 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 CompanyAn 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.Page 2
An AT&T CompanyAn AT&T Company
With the acquisition of USi, AT&T expanded its participation across the IT services spectrum
Infrastructure Focused
Application Focused
ColocationManaged 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
Enterprise, eCommerce and Messaging application outsourcing
eCommerce custom development and hosting
Business advisory and application-specific professional services
Software-as-a-service enablement
Professional Services
Managed Application Outsourcing
An AT&T CompanyAn AT&T Company
© 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.Page 3
An AT&T CompanyAn 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
© 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.Page 4
An AT&T CompanyAn 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
© 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.Page 5
An AT&T CompanyAn 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
© 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.Page 6
An AT&T CompanyAn 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
© 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.Page 7
An AT&T CompanyAn 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
© 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.Page 8
An AT&T CompanyAn 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
© 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.Page 9
An AT&T CompanyAn 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
© 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.Page 10
An AT&T CompanyAn AT&T Company
© 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.Page 11
An AT&T CompanyAn AT&T Company
© 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.Page 12
An AT&T CompanyAn AT&T Company
© 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.Page 13
An AT&T CompanyAn 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
© 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.Page 14
An AT&T CompanyAn 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.