Issue link: https://axway.uberflip.com/i/991229
axway.com 7 3. Develop analytics best practices to enhance SLA management & operational efficiency A shared service is not only about technical sharing of infrastructure and middleware services across lines of business. More importantly, a shared service must deliver high quality and performance to its consumers. However, many shared service teams lack sufficient visibility into the data flows or security certificate expiry status of systems supporting those flows, resulting in poor turnaround times from service request to response, and delayed business processes. The shared services team must answer questions such as: Where is the file? What is the status of each application, system, or human activity involved in the interaction? Has any associated service-level agreement (SLA) been breached? Are there any security certificates that have expired or will expire soon? What are the traffic patterns and service levels over the past weeks and anticipated in the future? A Digital MFT Shared Service maximizes visibility into MFT service operations to empower operators and service consumers with the flexibility and insight they need to deliver a high quality of service to their customers. Ad hoc monthly or quarterly reports are no longer enough. A modern shared service requires real- time and predictive analytics to transition from being reactive to proactive. A Digital MFT Shared Service coexists seamlessly within your existing IT ecosystem. Axway's API-first approach, rather relying solely on a product user interface, supports headless operation where the MFT backplane can be configured and triggered from external systems. Also, with little development effort needed, the administrative interface can be extended to include the desired reporting features as needed. The Digital MFT Shared Service is event-driven, and can correlate events from both Axway and third-party applications and systems. For example, consider an SLA-driven operations team looking to be proactive regarding certificate expiration. The Digital MFT Shared Service provides the ability to engage those relevant customers to avoid a service disruption due to an expired certificate. APIs allow a list of expiring certificates/keys to be generated, in pre-defined time intervals, and to trigger dependent workflows that would engage the customer in advance of the expiration date. A range of value added capabilities are included: • Reporting on time-sensitive Configuration items (certificates, keys, user login, flow validity) • Expiration intervals for Accounts, Flows, Routes • UI centered around Account/Partner, and not only flows or dependencies • Feeding of the data lake with events and metadata for further investigation Digital MFT Shared Service delivers pre-built dashboards, queries, that provide immediate value and can be easily extended, or you can create your own to meet your specific business needs while using APIs to display the resulting insights via web pages or mobile apps. A unified approach to collect MFT-related events Applications Digital Drivers MFT Analytics Data Lake Full Lifecycle API Management App Developer • Understand application's flows usage • Identify behavior pattern to optimize journey • Find holdup on app execution linked to transmissons Architect • Draw business dependencies between applications (user journey) • Anticipate application changing behavior related to data sharing MFT Ops • Identify unexpected transmissions • Organize incident resolution according to business impact and historical behavior • Align infrastructure performance with business needs • Organize operations to minimize business disruption Flow Manager • Understand flow usage and success • Detect in active flows or patterns to decommission and facilitate MFT • Identify flows using features on top of corporate standards adaptive model • Inputs to anticipate new patterns Customer experience improvement Operational efficiency