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Axway Managed Services for Exchange and Integration Platform

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Methods, tooling, highly skilled and experimented staff help Axway customers to increase productivity and maximize quality of service of the interaction layer.

Methods, tooling, highly skilled and experimented staff help Axway customers to increase productivity and maximize quality of service of the interaction layer.

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  • 1. An offer built from customers’ requirements Focused on Axway products and able to deal with non-   Axway products Large International Bank   Start in September 2005 (Inception phase)   Scope: CFT, Sentinel, Composer, GATEWAY, XCOM Bridge   400 servers up to date   Front Office in Belgium, Netherlands – Back Offices in France   and Romania French Mobile Telecom Provider   Start in 2003 (Time and materials –discovery mode-,   Inception phase –August 2005) Scope: CFT, GATEWAY, MQ, C:D, EAI, application servers,   HTTP Servers 1,300 servers up to date   © 2009 Axway Inc. Confidential and proprietary. All rights reserved. 2
  • 2. Customers’ needs addressed Continuously enhance QoS   Control costs while needs are strongly   increasing Adapt skills and resources availability   to targets and peaks   Set up a skills repository to address people turn over   Adapt the Exchange and Integration IT layer to Mission Critical Support leve © 2009 Axway Inc. Confidential and proprietary. All rights reserved. 3
  • 3. Exchange and Integration concerns Business Requirements Development Team M E E E M B B M A App. T A S F A P O Servers I L I B T M M M L Synchrony Platform Production Team Complex Architectures Frequent Changes © 2009 Axway Inc. Confidential and proprietary. All rights reserved. 4
  • 4. Criticality Has to run 24x7   Thousands of flows (referenced or not)   Hundreds of installed and heterogeneous software   (MQ managers, FT monitors, Applications servers, …) One disruption is meaning, your choice:     One customer is not enrolled   One payment is not made   One order is not received, … Several examples where disruption at the exchange   and integration level is for 30% of cases due to bad specifications of flow Identified disruption is repeating endless   Having a new operational flow may take up to 6   months between design and deployment © 2009 Axway Inc. Confidential and proprietary. All rights reserved. 5
  • 5. Global Service on a Thematic Axway Managed Services for Exchange and Integration Platform End to End Requirement Management •  Management of: •  Configurations & associated Configuration Inventory •  Changes & Deployments •  Incidents & Problems (including L2/L3 support) Configuration Generation •  SLA reporting with analysis of cost •  Continuous Improvement Plan Deployment •  Tests & benchmark and Collection Services Quality Dashboards SLAs Catalog Assurance © 2009 Axway Inc. Confidential and proprietary. All rights reserved. 6
  • 6. Global Service on a Thematic Axway Managed Services for Exchange and Integration Platform End to End •  Technical architecture Requirement Management and implementation •  Management of: standards definition •  Configurations & associated Configuration •  Expertise on products Inventory •  Deployment& Deployments •  Changes process •  Incidents & Problems (including workflow N2/N3 support) Configuration •  Impact Analysis Generation •  SLA reporting with analysis of cost •  Plan upturn •  Continuous Improvement Plan •  Tools Deployment •  Tests & benchmark and Collection Services Quality Dashboards SLAs Catalog Assurance © 2009 Axway Inc. Confidential and proprietary. All rights reserved. 7
  • 7. Global Service on a Thematic Axway Managed Services for Exchange and Integration Platform End to End •  Major Releases Requirement Management •  Product migrations •  Major hardware Configuration changes Inventory •  Contract extension in terms of software Configuration products coverage Generation Deployment and Collection Services Quality Dashboards SLAs Catalog Assurance © 2009 Axway Inc. Confidential and proprietary. All rights reserved. 8
  • 8. Toolbox to support the Service © 2009 Axway Inc. Confidential and proprietary. All rights reserved. 9
  • 9. Examples of KPI and SLAs Examples of KPIs required by our major   customers Incident Management   Acknowledgment within 15 minutes   Resolution between one hour and several days   according to the priority Change Management   Installation done within pre-defined schedule for   production environment Installation done between one day and four days   after the request for other environments Zero non conformity   © 2009 Axway Inc. Confidential and proprietary. All rights reserved. 10
  • 10. Axway Managed Services Positionned © 2009 Axway Inc. Confidential and proprietary. All rights reserved. 11
  • 11. Benefits Quality Agility Costs Operations First Quality Management Knowledge  Focus on ability to operate from the beginning From isolated consulting mission to continuous services    Follow up from requirements to deployment on complex projects and changes Quality © 2009 Axway Inc. Confidential and proprietary. All rights reserved. 12
  • 12. Benefits Quality Agility Costs Operations First Quality Management Knowledge  Quality Management Quality insurance via KPI (load, service, monitoring) and   methods (ITIL, eMedia, …)  Monitoring and follow up organization sized to the project  Enhancement plans with commitments Quality © 2009 Axway Inc. Confidential and proprietary. All rights reserved. 13
  • 13. Benefits Quality Agility Costs Operations First Quality Management Knowledge  Knowledge management Information collection and repository    Best practices and knowledge communities  Knowledge and feedback management and pass over Quality © 2009 Axway Inc. Confidential and proprietary. All rights reserved. 14
  • 14. Benefits Quality Agility Costs Acceleration Reactivity Flexibility  Acceleration of deployment processes Processes industrialization    Proven efficient Tools and Methodology  Fast adaptive resources in case of an activity peak Quality Agility © 2009 Axway Inc. Confidential and proprietary. All rights reserved. 15
  • 15. Benefits Quality Agility Costs Acceleration Reactivity Flexibility  Fast reaction on incident (support) Skill center available    Up to date knowledge base Quality Agility © 2009 Axway Inc. Confidential and proprietary. All rights reserved. 16
  • 16. Benefits Quality Agility Costs Acceleration Reactivity Flexibility  Intervention flexibility Availability within workday    Forecasted operation outside workday  Operational support & Escalation Management: 24x7 Quality Agility © 2009 Axway Inc. Confidential and proprietary. All rights reserved. 17
  • 17. Benefits Quality Agility Costs Investment Maintenance & Production Support Changes  Investment and set-up Costs Operating cost and use of already proven processes and   methods Quality Agility Costs © 2009 Axway Inc. Confidential and proprietary. All rights reserved. 18
  • 18. Benefits Quality Agility Costs Investment Maintenance & Production Support Changes  Decrease of Maintenance & Production costs Processes industrialization using standards & tools (change/   incident management)  Accounting of operations based on unit of work (actual use)  Active monitoring and adaptive resources allocation Quality Agility Costs © 2009 Axway Inc. Confidential and proprietary. All rights reserved. 19
  • 19. Benefits Quality Agility Costs Investment Maintenance & Production Support Changes  Support costs Optimization using competence center (problem/knowledge   management)  Resource sharing between on site and offshore Quality Agility Costs © 2009 Axway Inc. Confidential and proprietary. All rights reserved. 20
  • 20. Benefits Quality Agility Costs Investment Maintenance & Production Support Changes  Costs of change Technological watch (Release & Portfolio Management)   Quality Agility Costs © 2009 Axway Inc. Confidential and proprietary. All rights reserved. 21
  • 21. Managed Services Set up: 3 steps way © 2009 Axway Inc. Confidential and proprietary. All rights reserved. 22
  • 22. At a glance! • © 2009 Axway Inc. Confidential and proprietary. All rights reserved. 23

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