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. 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. 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
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. 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. 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. Operational Monitoring
Helps you with:
• capacity planning
• business impact assessment
• trend analysis
Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
19. PREMIUM service features
Named support contact
Quarterly meetings
22
Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
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
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. 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. 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
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. 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. 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. 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
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. 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
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