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You Can’t Manage What you Can’t See!

You Can’t Manage What you Can’t See!. IT in the Park – 25 th October 2016 Allen Ensby. AGENDA. WHO WE ARE. We are a global payments partner to banks, corporates and governments We design, build and operate world-class payment systems and award-winning platforms

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You Can’t Manage What you Can’t See!

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  1. You Can’t Manage What you Can’t See! IT in the Park – 25th October 2016 Allen Ensby

  2. AGENDA

  3. WHO WE ARE

  4. We are a global payments partner to banks, corporates and governments We design, build and operate world-class payment systems and award-winning platforms We believe that sustainable economies are powered by easy access and movement of money We make it easier for people around the world to make payments confidently and securely We processed over 11 billion transactions with a value of £6 trillion in 2015 WE ARE VOCALINK

  5. OUR INNOVATIONS

  6. OUR SUCCESS IN NUMBERS £136billion 15.42million £4.6trillion 109.3million £1trillion 20.2million Amount of ATM cash withdrawn for 2015 Peak daily ATM transactions Peak Daily BACS payments Value of Bacs payments processed in 2015 Peak Daily Faster Payments Transactions Value of Faster payments transactions processed in 2015 FPS transactions values (£bn) BACS transaction values (£bn) LINK Scheme cash withdrawal values (£bn) Direct Credit /Standing Orders Direct Debit

  7. VOCALINK AND INTERLINK HISTORY • Initial contract with Interlink Software signed in 2002 • 2007 – installed BES at VocaLink to give a true manager of managers “One Screen” monitoring system • 2012 Implemented ASI Dashboards, introducing Service and Technical Business Value Dashboards due to growing business reliance on the technology • Several bespoke integrations written and developed to assist software implementation across the business (not just Service Operations!)

  8. VOCALINK MONITORING INFRASTRUCTURE OVERVIEW • 4 BES servers • Automatic Callout to 12 separate 24x7 support teams • Automatic incident ticketing to 2 different ITSM tools • BES reporting with scheduled daily/weekly/monthly SLA reports • 5 internal dashboards and 2 external (customer dashboards) driving service value and visibility

  9. MONITORING BY NUMBERS • On average 45,000 events generated by monitoring systems per day. • 240 major severity alerts • 98% automatically raise an incident to the associated support team • 45 critical severity alerts • 40% automatically raise an incident and an automatic callout to the associated support team • Approx. 2,300 procedures attached to known alerts. • 1700 alerts suppressed via blackout on average per weekday & 40,000 alerts suppressed via blackout during a weekend

  10. SERVICE VISUALISATION • Why use a dashboard? • Real time, relevant information at a glance • Collate data from multiple, disparate sources (i.e. not just alerts!) for a unified view • Display the health of critical services across your business • Incorporate service or technology maps to aid and assist recovery • Provide customers with real time information about the service you provide

  11. SERVICE VISUALISATION – Batch Monitoring (internal)

  12. SERVICE VISUALISATION - Technical Service Overview

  13. SERVICE VISUALISATION - Technical Service Overview

  14. SERVICE VISUALISATION - Technical Service Overview

  15. SERVICE VISUALISATION - Technical Service Overview

  16. SERVICE VISUALISATION - Technical Service Overview

  17. SERVICE VISUALISATION - Technical Service Overview

  18. SERVICE VISUALISATION – Faster Payments Scheme (internal)

  19. SERVICE VISUALISATION – Faster Payments Scheme (customer)

  20. SERVICE VISUALISATION – BACS Scheme (Customer)

  21. SERVICE VISUALISATION – BACS Scheme (Customer)

  22. SERVICE VISUALISATION – BACS Scheme (Customer)

  23. SERVICE VISUALISATION – BACS Scheme (Customer)

  24. VocaLink – What’s Next? 1 2 3 Business Service Management Integrate with everything! DevOps/Agile More and more technology integration as more and more bespoke software is adopted Balance agile approach with reliability and stability • Monitoring by Service • True service impact • CI relationship maps • Faster root cause analysis • Knowledge retention

  25. ANY QUESTIONS? allen.ensby@vocalink.com

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