.1.Message Broker/Message Queue/File Transfer Server
Configuration management of MB, MQ and FTP platform is essential part of the EAI support team work content. Support team must understand and control the configuration setup including all functional scripts and scheduled tasks on all environments.
New patch and update releases of MB, MQ and SAP adapters must be actively followed from product support site (IBM). Relevant fix packages are evaluated case by case.
Platform security must be secured in all cases. HP is responsible for patching the operating system, but EAI team takes care of the rest. This includes MB, MQ, certificates, credentials, adapters, Toolkit and of course the security of all integration solutions.
1.4.Capacity and performance optimization
Utilization and available capacity should be monitored daily basis and potential problems identified and proactively prevented.
2.1.QA and Production Environments
Deployment process includes not only the deployment of individual BAR files but all the steps needed for working setup. This means queue creation, execution group setup and all other configurations related to the specific solution. Implementation vendor makes deployments to DEV environment and EAI support team to QA and PROD.
3.1.Platform Status Monitoring
Tivoli Monitoring tool is the main tool for following the status of EAI platform and individual integrations. It helps us to quickly react on alerts and thus enables to reach the SLA goals. Tivoli tool must be monitored actively during every working day.
3.2.Administration of Tivoli Software
In addition of using the tool, EAI team is also responsible for administrating Tivoli, configuring new alerts and managing TEMS service and related agents.
4.Incident and Problem Management
Company follows ITIL best practices as IT service management framework. Essential parts of this framework are incident and problem management. EAI support team is responsible for supporting all existing (approx 250) and new integrations. All work coordination of incidents and problems are handled through Service-now ticketing tool.
Service requests mainly consists new small development requests to existing integrations (< 5 working days) or general support requests from projects and other AMS organizations.
5.1.Request for information & Small development
Service requests are mainly request for information and small development type of tasks. Request for information is usually initiated by various EAI stakeholders who want EAI team to investigate certain matter or provide testing support during their project test phase.
Small development tasks are improvements to existing integrations or to EAI platform and the work load is less than five days. All small development tasks are prioritized by the EAI domain team and they are assigned to support team via Tracker tool.
High quality documentation is important factor for efficient maintenance and support. EAI support team is responsible for keeping the platform and integration documentation up to date regarding all modifications. When new integration is handed over from third party vendor to maintenance, the EAI support team must review the documentation from vendor and verify that the quality of documentation is sufficient. If documentation is found to be incomplete, these areas must be highlighted.
7.Service Level Commitment
Availability of comapny integration platform is one of the key performance indicators (KPI) that company IT department follows and there is certain service level that our organization has committed to. This commitment requires that incidents are handled within the given reaction and resolution time frame. We measure out the EAI support team performance through Service-now ticketing tool.