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© 2017 Jack Henry & Associates, Inc.®1 © 2017 Jack Henry & Associates, Inc.®
JHA Client Services Consulting℠ Xperience™
Brian Gregory and Don Poulson
1/25/2017
Jack Henry & Associates, Inc.®
© 2017 Jack Henry & Associates, Inc.®2
Legal Disclaimer: Dates contained in this presentation are
provided as estimates only and can be changed at any time
at the sole discretion of Jack Henry & Associates, Inc. This
information may not be incorporated into any contract and
should not be relied upon in making purchasing decisions.HANK YO FOR THE
OPPORTUNITY TO
SHARE JHA’S STORY
© 2017 Jack Henry & Associates, Inc.®3
Xperience™ is a Modern User Interface…
• Revolutionary paradigm shift in user interface for Jack Henry customers
• With the high level of integration and flexibility can come complexity for operational and technical staff
• Infrastructure and Client Services are here to assist as much or as little as needed
© 2017 Jack Henry & Associates, Inc.®4
Services Available to Assist
Xperience™ Infrastructure Consulting Services
Xperience™ Architecture Services
Xperience™ Consulting Services
© 2017 Jack Henry & Associates, Inc.®5 © 2017 Jack Henry & Associates, Inc.®
Xperience™ Infrastructure Services
© 2017 Jack Henry & Associates, Inc.®6
Xperience™ Infrastructure Consulting Services
JHA Xperience™ Infrastructure Consulting Team can help analyze client networks, servers, and workstations to determine readiness for the installation of Xperience™ framework and integrated products
Infrastructure Consultants can perform an in-depth analysis of existing Xperience™ installations to identify the areas for improvement in the infrastructure chain where JHA applications run
© 2017 Jack Henry & Associates, Inc.®7
Today we are going to talk about…
• Reducing support cases
• Maximizing existing resources
• Improving User Satisfaction
• Planning for the future
© 2017 Jack Henry & Associates, Inc.®8
What is the Infrastructure?
INTERNET CLOUD
Core
ESX Hosts
Server
Server
Client
Client
Client
Client
Branch 1
Branch 2
Banch 3
Client
jConnectRouter
Apps
Servers
• Physical, Virtual
• Memory, Processor, Disk
Workstations
• Physical, Virtual
• Memory, Processor, Disk, Monitors
Network
• Routers, Switches, Cables
• Bandwidth, Latency
Software
• Operating System
• Applications
© 2017 Jack Henry & Associates, Inc.®9
Biggest Variable in the Infrastructure?Important to understand:
• Applications being used
• User behavior
• Impact locally and globally
• Data accumulation
• Fix current issues
• Be proactive on addressing issues before users open support cases
© 2017 Jack Henry & Associates, Inc.®10
What are the user
Metrics?
What are the systemic
Bottlenecks?
What do you need to
Accelerate
Deployment?
Today without automation – Reliant upon user perception,
limited reports, guesswork
With automated health check – Automated data
collection, user experience trends and baselines, consistent
and predictable reporting
Infrastructure Health Check
© 2017 Jack Henry & Associates, Inc.®11
Data Collection Overview• A virtual machine is
installed in your environment– Certified by JHA, DoD,
US Navy, Education, Healthcare
• Agents are deployed
• Metrics are collected and sent to the HUB
• Communication and data storage is internalto your network
• Data is collected and analyzed from the HUB
© 2017 Jack Henry & Associates, Inc.®12
Health Check Findings and Recommendations
• Comparison to industry best practices
• High-level health analysis of infrastructure
• Detailed “to-do” list of machines, users, andapplications that need attention
• Identify ways to maximize existing resources
© 2017 Jack Henry & Associates, Inc.®13
Quickly get to the root cause and minimize risk
• Prioritize and focus on those areas having the greatest negative impact on user
experience
• Avoid needle-in-the-haystack troubleshooting exercises that don’t provide the
visibility necessary to examine all of your users and applications, all of the time
• Improve user satisfaction by analyzing the User Experience Profile. The UX
Profile is a composite average across nine metrics that are measured consistently
and trended over time, color coded to indicate performance.
Methodology of the Health Check
SAMPLE
© 2017 Jack Henry & Associates, Inc.®14
The Information Engine – Metrics Gathered
Resources
Utilization
Applications
Network
Users Disk
Metadata
© 2017 Jack Henry & Associates, Inc.®15
Bringing Clarity to the Process
• Validation of inventory, consumption
• Understand user behavior impact to workstation / server performance
• Create a baseline of your environment based on hard numbers as
opposed to perception
• Utilize findings to plan for future infrastructure needs
© 2017 Jack Henry & Associates, Inc.®16© 2017 Jack Henry & Associates, Inc.®
Xperience™ Architecture Services
© 2017 Jack Henry & Associates, Inc.®17
Infrastructure Design• Designing the correct
infrastructure is a complex process
• Team is comprised of network and virtualization specialists
– Highly skilled at defining the appropriate infrastructure for most environments (physical, virtual, or hybrid)
• Services can include a complete infrastructure design or upgrading the existing environment for maximum performance
© 2017 Jack Henry & Associates, Inc.®18
Infrastructure Documentation
• Fully documents Xperience
and integrations for audit
and support
• Documentation is tailored for
your specific installation and
product/technology mix
© 2017 Jack Henry & Associates, Inc.®19
Customer Architecture Education Series
• Assists your team in better understanding Xperience from a technical perspective so that you can provide front line support for your users
• Reduces resolution time
• Training plan is customized for your staff, so you can better understand how Xperience resides within your unique environment
• Best practices on code promotion and infrastructure maintenance
© 2017 Jack Henry & Associates, Inc.®20
Xperience™ Infrastructure & Architecture Services:
• Infrastructure Health Check
– One time or multiple combined with rollout; option for quarterly reviews
• Infrastructure Deep Dive
– Deep dive analysis of infrastructure, applications, and usage patterns
• Technology Planning
– Current and future state infrastructure planning including environments, disaster recovery/high availability, and upgrade strategy
• Physical to Virtual Analysis
– Review of current application usage to determine fit for virtual environment (Terminal Services, Citrix®, VMWare View)
• Infrastructure
• Reduce support
cases
• Maximize existing
resources
• Improve User
Satisfaction
• Plan for the future
© 2017 Jack Henry & Associates, Inc.®21© 2017 Jack Henry & Associates, Inc.®
Xperience™ Consulting Services
© 2017 Jack Henry & Associates, Inc.®22
Xperience™ Consulting Services
Jack Henry & Associates has developed a new Xperience
Framework User Interface (UI) and as a result will work
through a multi-step process to implement.
© 2017 Jack Henry & Associates, Inc.®23
Xperience™ Consulting Services
• Xp Rollout Planning
– Develop a plan to roll Xp out to the FI
– Work with the bank on personalizing the plan
– Utilize a mix of consultants and bank resources
© 2017 Jack Henry & Associates, Inc.®24
Xperience™ Consulting Services
• Xp Admin Consulting
– Prepare Xp Admin to assume role- post engagement
© 2017 Jack Henry & Associates, Inc.®25
Xperience™ Consulting Services
• Xp Rollout Execution
– Schedule
– Prepare
– Kick off
– Follow through
– Finalize execution
© 2017 Jack Henry & Associates, Inc.®26
Xperience™ Consulting Services
• Xp Consulting
– Can include end user training
– Provide Best Practices
approach
© 2017 Jack Henry & Associates, Inc.®27
Xperience™ Consulting Services
• Xperience Products
• 4|Sight Xperience (in-house)
• CIF 20/20
• CIF 20/20 Teller (formally
Vertex)
• Core Director
• jhaEnterprise Workflow
• jhaCall Center
• OnBoard Deposits
• PowerOn
• SilverLake
• SilverLake Teller (formally
Vertex)
• Synapsys CRM
• Synergy ECM
© 2017 Jack Henry & Associates, Inc.®28
Xperience™ Consulting Services
• Xperience engagements are customizable – one size
doesn’t fit all
– Full engagement or streamlined engagement
– Time frame and pricing to be determined by scope
© 2017 Jack Henry & Associates, Inc.®29
Xperience™ Consulting Services
• Items included in a contract
- Onsite review with an Implementation Consultant
- Project scope document
- Onsite review of project scope
- Creation of product and testing
- Onsite review of product and documentation, confirmation of training plan
- Training plan rollout
- Onsite live
- Review and follow-up 30 days post live
© 2017 Jack Henry & Associates, Inc.®30
Xperience™ Consulting Services
• Contract Resources
- Project Manager
- Technical Staff (Special Projects)
- Implementation Consultant
- IDG (JX)
© 2017 Jack Henry & Associates, Inc.®31
Are you ready to experience Xperience?
JHA Client Services Consulting can help!
• Contact
– JHA Sales Executive
– Customer Relationship Manager
– Client Services at [email protected]
© 2017 Jack Henry & Associates, Inc.®32
Questions