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

2. 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

3. 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

4. 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

5. 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

6. 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

7. 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

8. 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

9. Toolbox to support the Service
© 2009 Axway Inc. Confidential and proprietary. All rights reserved.
9

10. 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

11. Axway Managed Services Positionned
© 2009 Axway Inc. Confidential and proprietary. All rights reserved.
11

12. 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

13. 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

14. 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

15. 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

16. 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

17. 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

18. 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

19. 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

20. 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

21. 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

22. Managed Services Set up: 3 steps way
© 2009 Axway Inc. Confidential and proprietary. All rights reserved.
22

23. At a glance!
•
© 2009 Axway Inc. Confidential and proprietary. All rights reserved.
23