Eating Our Own Caviar… Using Active Dashboards and WebFOCUS Magnify to Manage Support Operations

1. Eating Our Own Caviar… Using Active Dashboards and WebFOCUS Magnify to Manage Support Operations Dan Ortolani VP Advanced Technology Services

2. WebFOCUS Innovations in Action Agenda • Advanced Technology Services (ATS) Operations • Applying Active Reports Dashboards in Support Operations • Enterprise Content Library & WebFOCUS Magnify • Demonstrations • Q & A

3. ATS Support Operations

4. WebFOCUS Innovations in Action Advanced Technology Services • WebFOCUS Support Operation: New Customers • Veteran, expanded team specializing in key product areas • Overall corporate technical management & escalation of problems, issues, and questions pertaining to new business opportunities • Engage in & assist with POC’s & trials; validation of proposed configurations/product usage; application of late-breaking product f features

5. WebFOCUS Innovations in Action Advanced Technology Services • WebFOCUS Support: Existing Customers • Back-up CSS organization • Emphasis on Premium Support & enterprise class customers • Complex debugging, new features & priority fixes • Drive product enhancements based on field/customer requirements • Scalability/benchmarks, best practices, technical guidance • iWay Support • All of above + support entire customer base & OEM vendors

6. WebFOCUS Innovations in Action Business Objectives • Improve responsiveness to customers & field support constituencies • Monitor & manage workload • Better establish and manage group priorities • Early warning • Case accumulation • Issues about to go critical due to complexity or amount of time outstanding • Escalations into product divisions • Customer commitments • Go live in July, 2008

7. WebFOCUS Innovations in Action Solution • Create Active Dashboards to integrate reports from multiple data sources • Hottrack, POC & Implementation Plan tracking system (new customers), internal systems for tracking maintenance & new features • Key Capabilities • Dashboards provide high level of interactivity • Can be part of collaboration workflow among management team • Connected to server-based systems • Support for high volumes • Drill-down to case detail • See support business from different points of view: • Resolution duration, new cases

8. Demo: Active Reports Dashboards

9. WebFOCUS Magnify with Enterprise Content Library

10. WebFOCUS Innovations in Action Enterprise Content Library • Utilized WebFOCUS Magnify w/ Lucene Option to provide: • Search for rich technical content • WebFOCUS Newsletter, other journals & periodicals • Technical Memos • Focal Point • Technical Support documents • Internal & secured customer-facing content • Intelligent categorization of results • Hierarchical or tabular (Active Reports) view • Drill-through back to live data • IB Documentation Services & CTSS partnering on Project • See demo in Documentation Services booth

11. WebFOCUS Innovations in Action Technical Support Search with WebFOCUS Magnify • Workflow Description • Transactions (cases) entered via Hottrrack & bulk loaded nightly • Process flow listens for transactions, enriches metadata, and indexes records into Lucene engine • Historical transactions indexed as well as part of start-up operation • Documents available: • Hottrack cases • “How to” questions • Product issues • New feature requests • Symptoms, problems, solutions (SPS’s)

12. WebFOCUS Innovations in Action Technical Support Search with WebFOCUS Magnify • Bulk Load of Historical Data by Year Hottrack Non-IRNs (2001 – 2008 YTD) :    166,456 Hottrack IRNs         (2001 – 2008 YTD) :     33,908 SPSs                    (2001 – 2008 YTD) :      21,698 Total Searchable Documents                222,062 • Current Index with Nightly Updates Hottrack non-IRNs (2001 – 2008 YTD) :   168.876  Hottrack IRNs        (2001 – 2008 YTD) :      34,321 SPSs                  (2001 – 2008 YTD):      22,236 Total Searchable Documents                     225,443

13. WebFOCUS Innovations in Action Document Processing • Configuration • WebFOCUS 7.6.6 • WebFOCUS Magnify 7.6.6 • Windows 2003 Server • Tomcat 5.5.25 Standalone • iWay iSM 5.5 SP2 • Existing HTML documents served on techsupport.ibi.com (no DBMS to XML transformation via iSM is not required) • HTML documents are used as input to a Perl script

14. WebFOCUS Innovations in Action Document Processing • META content and name attributes converted to lower case, and meta tag values customized for the Magnify category tree • XML document created from HTML by the Perl script that is sent into a iSM file listener on a different machine • File listener in iSM used to initiate a iSM process flow • Checks for valid XML, routes error docs to an output directory with error message • Adds iSM Magnify variables to valid incoming documents & initiates the iSM IEI feed object • Adds new documents and updates existing documents in the Lucene index

17. WebFOCUS Innovations in Action WebFOCUS Magnify Process Flow Pre-processing: Pearl script Metadata enrichment Transaction listener captures incoming records Validate XML; Apply search variables/ categories Add documents to Lucene index

18. WebFOCUS Magnify Process Flow Categories Object: Categories Extracted from Input Document

19. WebFOCUS Magnify Process Flow MagnifyIEIFeed Object: Properties

20. WebFOCUS Magnify Process Flow MagnifyIEIFeedObject: User Defined Properties

21. Demonstration

22. WebFOCUS Innovations in Action Summary • IBI Operations is proving to be great testing platform for emerging technologies • Support and Documentation areas will continue to be emphasis • Customer-facing goals will be emphasized: • Improving customer service • Broadening documentation & information access