
Ex: It takes us 3-5 months to discover the existing interface flows functionality and requirements compared to the time it takes to build , test and deploy these interface flows in a month.
Ex: There is no central repository of interfaces where projects can check if they can re-use existing interfaces to accelerate the project interface requirements based on interface meta data parameters like fields, systems , protocols etc before commencing the build. I had never been on a project where client clearly articulated the data flows of existing integration landscape or provided me a list of As-Is interfaces with clearly defined functional and non-functional requirements.
Ex: There is no central visibility on which interfaces and processes need to be re-designed to improve the operational efficiency and hence customers generally opt for lift and shift instead of innovation first approach during digital transformation. I would generally ask customers to give me a list of incidents that occurred in last 3 years but again customers find it very difficult to link the incidents to the actual interfaces. Ideally, a customer sentimental analysis of incidents linked to process and interfaces will help to identify the interfaces that needs to be re-designed to provide business value but no customer has ever been able to articulate it clearly as they don't have tools.
Ex: Customers are often scared to upgrade their interfaces on existing platforms to digital innovation cloud platforms due to the costs i.e. they don't have ability to identify interfaces which will provide business value when we upgrade them to digital innovation cloud platforms unless they do detailed discovery with SI partners which again is a significant cost to them.
Ex: SAP ISA-M provides guidelines on what SAP tools we need to choose based on integration scenario use case but this becomes very complex when we have applications deployed on multiple cloud platforms as each vendor will be looking to sell their integration platform for connecting to their applications. It may be easier if we can deploy IFLOWS as containers, but we can't yet on many integration platforms. Please refer my blog where I discuss why integration strategy or roadmap is very critical before you start your digital journey.
Ex: Ideally every customer and business unit within an organization may use different ticketing tools and also may have different ideas on what channels they want to use for sending alerts and how they want to group the interface alert reports. Ex: Customer A may want JIRA and Customer B may want Service Now. Customer A want to group alerts based on business criticality and country and receive one report at end of the day but customer B may want real time alerts only after message failed for 5 times.
Ex: Customers don't have ability to answer these questions without doing detailed investigation .."What are the problem areas of my existing processes? What types of errors are impacting my revenues? What types of error patterns are occurring in each process ?What are my opportunities to auto fix or auto suggest the actions to resolve the recurring error patterns especially for the business critical interfaces?
Support User Journeys | Support User Type |
As a Global Managed Integration Service support analyst, I want to monitor the interfaces and perform error trend analysis using a single graphical dashboard for CPI and SAP PO landscape and SAP API management and other on-premise and cloud integration platforms across the customer landscapes. | L1 User |
As a Global Managed Integration Service support analyst, I want to govern the interfaces across the landscape , approve and assess the impact and costs of the new interface CR's quickly. Additionally, I should be able to verify the CR's against reusable interface metadata repository to assess if I can accelerate the CR delivery by re-using existing Interfaces in a different country or organization or business unit. | L1 User |
As a Global Managed Integration Service support analyst, I want project teams to have the ability to record the meta data of the (new/extending existing) interfaces in a global repository before commencing the build and before handing over the interfaces to the BAU Teams. | L1 User |
As a Global Managed Integration Service Support analyst, I want to be able to quickly refer the documentation of the interfaces and known issues and contact right people to resolve the errors quickly. | L1 User |
As a Global Managed Integration Service Manager, I want to be able to view the historic interface error trends for all interfaces in the landscape and identify opportunities to improve the integration service levels. | L1 Service Manager |
As a Global Managed Integration Service Manager, I want to be able to view the historic, current system performance of the interfaces by country, by process and by system to identify opportunities for reducing delays in business processes. | L1 Service Manager |
As a Global Managed Integration Service Manager, I should be able to accurately estimate the costs of the IT upgrades of the Integration Service Landscape and identify the business critical interfaces for modernization that will bring business value across geographies. | L1 Service Manager |
As a Global Managed Integration Service Manager, I want to view the historic trends of P1/P2 Incident trends and error patterns across the landscape to measure the integration service efficiency and identify improvement opportunities to ensure that P1/P2 incidents doesn't occur in the future. | L1 Service Manager |
As a Global Managed Integration Service Manager, I want to measure the overall external and internal organization sentiment of the Integration Service Performance by measuring the feedback on tickets. | L1 Service Manager |
As a Global Managed Integration Service Manager, I want to see all interfaces that changed for a given time period. | L1 Service Manager |
As a Global Managed Integration Service Manager, I want to do have a set of regression tests that I can run for any BAU changes or upgrades without re-inventing the wheel. | L1 Service Manager |
As a Local AMS support analyst for my country and specific systems, I want to only monitor interface messages that are relevant to my country and receive alerts for business critical interfaces of my country and specific systems. | L2 User |
As a Local AMS support analyst for my country and specific systems, I want to choose the service ticketing tools that are widely used by my country for raising interface errors based on the interface criticality. | L2 User |
As a Local AMS support analyst for my country and specific systems, I should be able to restart the failed messages manually and have the ability to dynamically configure how many times an interface should auto-try during system outages/maintenance periods. | L3 User |
As a Local AMS Technical Analyst, I should be able to identify the errors that occurred in each system previously in a given time period and identify the resolution steps taken to resolve the issues quickly | L3 User |
As a Local AMS Technical Analyst, I should be able to see top 10 or 20 errors in a given time period for selected system | L3 User |
As a Local AMS Technical Analyst, I should be able to see top 10 high volume interfaces in the landscape | L3 User |
As a Local AMS Technical Analyst, I should be able to slice and dice the massive system error logs using keyword tagging or text mining techniques to quickly identify the error root causes | L3 User |
As a Local AMS Technical Analyst, I want to deploy and un deploy communication channels/integration flows when source or target systems are going through maintenance or outages. | L3 User |
As a Local AMS Technical Analyst, I should be able to see all technical interface objects that changed for a given time period and if possible I should be able to see the differences or code changes between versions. | L3 User |
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