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Predictive Analysis to
Support Success Criteria
1
Overall Overview
3 Stages to Service Stability


Incoming Project
BAU Operation
Service Transition
Capacity Planning

Service Transition -
ITRS On Boarding

Change Management
CAB review
ITRS Monitoring

GEMS Monitoring

SOP for Monitoring

Continuous Monitoring
Capacity Management

Configuration Management
2
Incoming Project Service Transition (Capacity Planning)
Plan and project future growth of the project support
This covers the aspect of the following areas:
Data volume
File system
Memory
CPU
Database table
Database session
Processor
JVM



3
Incoming Project Service Transition (ITRS On Boarding)
Serves as a pre-requisite input to supply monitoring requirements
Key areas involve are:
Business monitoring
Transaction monitoring
Application monitoring
Infrastructure Services Monitoring
Platform Monitoring


4
Incoming Project Change Management (CAB Review)
Facilitates review and assessment of change request against its impact to production
environment
Minimize unnecessary service disruption




5
BAU Operation ITRS Monitoring
Layers of Monitoring facilitates by ITRS monitoring

Platform Monitoring
(CPU, IO, Memory, File system)
Infrastructure Services Monitoring
(Database, Application Server, MQ, Interface Services)
Application Monitoring
(Logs, Components, Services, JVM)
Transaction Monitoring
(Status, Details)
Business Monitoring
(Manual action, Priority processing)
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BAU Operation ITRS Monitoring & GEMS Monitoring
Detail layer of monitoring and line up activities

Layer of
Monitoring
ITRS / Manual Task GEMS
Business
Monitoring
Application health check (2 hrs interval), CVD Performance
statistic (Hourly)
Priority Processing: Avoid CRMOD batch processing during
business hours. Batch Job S2S, B2B
N/A
Transaction
Monitoring
N/A
Application
Monitoring
JVM availability
Infrastructure
Services
Monitoring
Database: Listener, db session, table space
Application server
MQ
Interface Services
Database: Listener, db session, table space
MQ
Platform
Monitoring
Average CPU
Memory: Catch memory & SWAP memory
File System: Server file system utilisation
ITRS monitoring agent status
Network latency
System status
GEMS Monitoring agent status
CPU, Catch memory, SWAP memory and file system usage
Hardware exception (I/O error)
OS level log file monitoring
7
BAU Operation SOP for Monitoring
Actions:
Create ITRS and GEMSs SOP document to provide guide on each monitoring attributes and
suggested action to be taken in the event of abnormally
Coach support team member on SOP guide and action to be taken
Establish process to maintain and monitor as part of regular of BAU operation via continuous
monitoring by Queue Manager and Primary Support









Benefits:
Allow fast restoration of service through standard guideline
Minimised impact and/or pro-long service disruption to business users
Strengthen knowledge management system


On Boarding SOP Execution
Configuration
Management
Provide Feedback
Update
Requirement
8
Continuous Monitoring Capacity Management
Actions:
Enabled capacity framework to gather entire application utilization trend
Monthly score card broadcast has been planned to understand the resource utilization
Quarterly configuration review for system and application
Benefits:
Proactively manage our capacity to find the business balance between cost and level of service
for cost optimization
Proactively monitor the business growth and allocate sufficient resources accordingly to meet
the business demands
The necessary capacity is available when it is needed, avoiding a negative impact on quality of
service.
To avoid service degradation lost of revenue and financial penalties
Optimize IT resources
Unnecessary expenses caused by "last minute" purchases are avoided.
Growth of the infrastructure is planned, allowing it to be matched to real business needs.
The cost of maintenance and administration associated with obsolete or unnecessary hardware
and applications are reduced.
Possible incompatibilities and faults in the IT infrastructure are reduced
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Continuous Monitoring Configuration Management
Actions:
Constantly study the change of application behaviour through analysis of statistical trend
Behaviour change is update back to BAU Operation SOP document
Benefits:
Up to date monitoring to track behaviour for day to day monitoring
Improve accuracy of monitoring



10
Key Batch Jobs Component



Success Criteria Target Completion
Time (HKT)
Run Time: Duration
(IE + SOD Loading)
Phase 1 (AE, ID, TH) 09:00AM
(Local Time T+1)
4 Hours
Phase 4 (MY, IN, HK, CN, TW) 09:00AM
(Local Time T+2)
4 Hours
MEPA (BD, BH, BW, GH, KE, NG, PK, UG, ZM) 09:00AM
(Local Time T+2)
4 Hours

SME 09:00AM
(Local Time T+2)
4 Hours

Bucket 2B 09:00AM
(Local Time T+1)
8 Hours

Note: All the batch jobs are proactively monitored using Control-M alert between 2 4 hours prior to pre-defined file arrival timing
11
Key Online Posting and Inquiry Components



Success Criteria Response Time Transaction Volume
(Per Day)
Customer Verification Popup






3-4 seconds
Service Detail page







3-4 seconds
Instance Count
CN 59
HK 356
IN 569
MY 12
SG 270
TW 67
AE 171
ID 154
Total 1658
Instance Count
CN 309
HK 4994
IN 6578
MY 3169
SG 4696
TW 723
AE 650
ID 2220
TH 55
Total 23394
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Key Online Posting and Inquiry Components



Success Criteria Response Time Transaction Volume
(Per Day)
Complaints Section







3-4 seconds
Sales through service section







3-4 seconds
Instance Count
CN 10
HK 73
IN 575
MY 50
SG 42
TW 15
AE 127
ID 52
TH 4
Total 948
Instance Count
CN 54
HK 1238
IN 3207
MY 778
SG 462
TW 776
AE 549
ID 0
TH 38
Total 7102
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Key Online Posting and Inquiry Components



Success Criteria Response Time Transaction Volume
Customer View Page 3-4 seconds Approximately 14,000 hits per
day
Account view Page 3-4 seconds Approximately 14,000 hits per
day
Opportunity pitch status synchronization 0 (min)-20 (max) seconds Around 7000 records per day
across CEMS countries
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Question & Answer