Psf 213 work session - premium inside out

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PSF 2013 EMEA - Worksessions - Premium inside out

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Psf 213 work session - premium inside out

  1. 1. Premium Support inside out Premium Services Forum 25-26 November 2013 Amsterdam Diana MAKIENKO Marie-Claire SMEETS
  2. 2. SWIFT Support Services <1h PREMIUM PLUS <2h PREMIUM <4h STANDARD PLUS <6h Standard Plus STANDARD Traffic – payload - service criticality Premium Service Forum 2013 – Amsterdam – 25-26 November 2013 REMOTE SUPPORT Recovery time objective PREMIUM CUSTOM
  3. 3. PREMIUM service features 4 Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  4. 4. PREMIUM service features priority problem handling management escalation 5 Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  5. 5. Priority problem handling Management escalation
  6. 6. Support Immediate Priority problem handling Technical expert 7 Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  7. 7. Management escalation Management escalation Can not process send live messages ! 30 My VPN is down minutes Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  8. 8. PREMIUM service features Health check Troubleshooting course 9 Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  9. 9. Health check troubleshooting course
  10. 10. Health Checks why do they matter identify security risks identify operational risks identify performance risks alignment to SWIFT recommendations Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  11. 11. Health Checks areas covered 1 Hardware health check 2 Software health check Health check report 3 Process health check Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  12. 12. Health Checks deliverables Report with each checked item, an indication of the compliance with SWIFT recommendations and/or best practices. 1 2 Results overview 3 Premium Service Forum 2013 – Amsterdam – 25-26 November 2013 Management summary Detailed findings, results and recommendations
  13. 13. Troubleshooting course Recommendations Troubleshoot most commonly problems Guidelines Provide you with diagnostic info www.swift.com > Training > training topics > Connectivity
  14. 14. PREMIUM service features Operational Monitoring 17 Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  15. 15. Operational Monitoring TPS information Transaction per second (FIN, InterAct, FileAct) Volume information (technical view) Traffic volume and size (FIN, InterAct, FileAct) Traffic on queue • FIN queues • SWIFTNet queues 1. 2. 3. 4. On-line data display, (almost) real-time information Select & save parameters (eg SNL, service) Graph display Data download in CSV file Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  16. 16. Operational Monitoring When can I expect peaks Is there a bottleneck ? Can I handle more traffic in my current setup ? Have volumes, throughputs increased ? Is my traffic well balanced across SNLs ? Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  17. 17. Operational Monitoring Operational view on throughput Identify your traffic peaks Operational view on traffic volumes Perform your capacity planning based on actual trends Real-time queue status View the number of messages on your FIN and SWIFTNet queues. 20 Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  18. 18. Operational Monitoring Helps you with: • capacity planning • business impact assessment • trend analysis Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  19. 19. PREMIUM service features Named support contact Quarterly meetings 22 Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  20. 20. Quarterly meeting Named support contact
  21. 21. Named Support Contact Has a good Monitor understanding exposure and of your manage risk infrastructure Quarterly review of your reported cases Premium Service Forum 2013 – Amsterdam – 25-26 November 2013 Refine market share assessment Performs a coordination role
  22. 22. Quarterly meetings case review infrastructure updates latest news Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  23. 23. PREMIUM service features Business Continuity rehearsals 26 Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  24. 24. Business continuity rehearsals
  25. 25. Why should you participate? “Think the unthinkable” Check seamless reconnection Check minimal operational & business impact Test SWIFT services Test with sponsored parties Identify enhancements (BCP/recovery plans/interface products) Assess impact on message reconciliation Participate in community test with Service Providers & Market Infrastructures 28 Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  26. 26. Business Continuity exercises Simulation of your Disaster Recovery processes Test and enhance your Business Continuity readiness Continuously improve your resilience approach Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  27. 27. What customers value most… Testing the entire infrastructure from DNS to reconciliation Ensuring that our software is ready Have the necessary tools to be able to recover in an automated fashion. The real chance to simulate a total loss scenario The ability to be able to connect to all SWIFT services without issues after the DRI recovery is complete Complexity awareness Check the readiness of our domestic infrastructure in such abnormal situation Swift's push for realistic FIN message volumes Possibility to do the test in live test environment instead of only reading about it in manuals Highlighting the need internally to perform these tests a nd practice procedures Good practice in case this happens in production Ensuring continuous service Gain confidence that we can cope with almost any contingency situation Great support. When ever we do this exercise I feel more and more confident that SWIFT is actually the most resilient network available Test our recovery procedures in a real scenario We were able to easily find FIN Messages and re-send them with a PDE Practical experience
  28. 28. PREMIUM service features Premium Services FORUM 32 Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  29. 29. Premium Services Forum Your Operational Excellence is our Mission Increase Resilience Reduce Operational Impact As Premium suite customer you participate to the annual Premium Services Forum, a unique opportunity to meet with your peers and collaborate on solutions to common challenges. Join the community! Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  30. 30. About Raiffeisen Bank International Raiffeisen Bank International AG (RBI) regards both Austria, where it is a leading corporate and investment bank, and Central and Eastern Europe (CEE) as its home market. In CEE, RBI operates an extensive network of subsidiary banks, leasing companies and a range of other specialised financial service providers in 17 markets. RBI is the only Austrian bank with a presence in both the world's financial centres and in Asia, the group's further geographical area of focus. In total, around 59.000 employees serve over 14.3 million customers through more than 3,000 business outlets, the great majority of which are located in CEE. RBI is a fully-consolidated subsidiary of Raiffeisen Zentralbank Österreich AG (RZB). RZB indirectly owns around 78.5 per cent of the common stock, the remainder is in free float. RBI's shares are listed on the Vienna Stock Exchange. RZB is the central institution of the Austrian Raiffeisen Banking Group, the country's largest banking group, and serves as the head office of the entire RZB Group, including RBI. Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  31. 31. Brief introduction Centralised Raiffeisen International Services & Payments was established as a shared service centre of Raiffeisen Bank International, one of the leading banking group in CEE, to service the network banks of the Group Certified in March 2007 as a bank-owned SWIFT Service Bureau Early adopter of Alliance Messenger - now part of the Web Platform – as the Message Management Module Servicing 26 BICs (majority in CEE, some in Asia) and processing around 80.000 FIN messages/day, few E&I messages and FileAct files Project in motion to migrate Head-Office, thereby more than doubling Gateway traffic >1.100 users defined, +/- 500 users connecting daily, +/- 220 average concurrent users 60 virtual SAG operators defined (TARGET2, FileAct,…)/10 SAG operators for administration Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  32. 32. Premium service our experience Dedicated contact person in SWIFT >>> know-how about our environment specifics in case of issues Timely answer to the cases & deep analyses >>> pro-active recommendation, if necessary, based on experience of other Premium Service customers Close monitoring of network >>> on-line monitoring with notifications about eventual connectivity issues – contact with network providers Special attention provided during SWIFT changes (Standards activation, Release upgrades) Extensive Annual Healthcheck review (off-site & on-site) >>> identification of potential risks and provision of recommendations for implementing SWIFT best practices with focus on elements that directly impact service availability, performance and security; including customised training on customer chosen subjects Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  33. 33. PREMIUM support service Key take aways 37 Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  34. 34. Key take-aways • Safeguard the health of your infrastructure on which your customers depend • Online traffic and queue status monitoring made available to monitor throughput and queue status information of your customers. • Business continuity exercises give you the opportunity to simulate and validate your business continuity capabilities in a controlled environment. • Management escalation & priority call handling ensure that those problems impacting the main message flow of your customers will immediately be handled by a specialized engineer and are treated with higher priority. Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  35. 35. Premium support Problem management - Priority call handling - Management escalation Prevention - Quarterly case reviews - Infrastructure health check - Business Continuity rehearsals - Named support contact Training Monitoring - Troubleshooting training - Online traffic and queue status monitoring 39 Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  36. 36. PREMIUM support service pricing & ordering 40 Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  37. 37. Support Services offering www.swift.com > Support > Support offer overview
  38. 38. Questions 42
  39. 39. Thank you
  40. 40. SWIFT Support Services Standard Call & problem management Monitoring Reporting Standard Plus Premium Premium Plus Online support Phone upgrade Unlimited phone access Priority handling mgt escalation Incident and crisis mgt SMS notification Managed connectivity Newsletters Operational account management Configuration browser Onsite support Support analysis Availability Incident reporting on swift.com Preventive Connectivity and messaging Phone alerting Health check Troubleshooting training Business Continuity tests Operational Monitoring tool Named contact Case review Emergency / consultancy Service Manager On request for blocking problems Premium Custom Highly customised Bespoke contracts

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