Milano Meetup #6 - Training & Certification and Internal Support Models

How to create your Internal Support Model
Gonzalo Marcos - Senior Technical Architect
MILANO MuleSoft Meetup Group
Training and Certification
Elena Ciscato - Senior Training Field Advisor
4th November 2021

Elena Ciscato
Senior Training Field Advisor
eciscato@mulesoft.com
MILANO Meetup #6
Training and Certification

3
● Why Training?
● MuleSoft Training and Certification Catalogue
● Training Promotion
● Q&A
Agenda

All contents © MuleSoft, LLC
Why Training?

Through customer
and partner interviews,
alongside data aggregation,
Forrester concluded that
MuleSoft Training and
Certification has the
following three-year financial
impact.
The Total Economic Impact™ of MuleSoft
Training and Certification for Decision Makers
The Total Economic Impact™ Of MuleSoft Training and Certification, a commissioned study conducted by Forrester Consulting, December 2020
And The Total Economic Impact™ Of MuleSoft’s Anypoint Platform, a commissioned study conducted by Forrester Consulting, August 2019

MuleSoft Training and Certification
Catalogue

Anypoint Platform:
API Design
Anypoint Platform Development:
Anypoint Platform Architect:
Application Networks
Anypoint Platform Operations:
Runtime Fabric Appliance
Fundamentals *
Production-Ready
Development Practices
NEW!
Production-Ready
Integrations
3
DAYS
2
DAYS DataWeave
2
DAY
S
Customer-Hosted
Runtimes
5
DAYS
Anypoint Platform Architecture:
Integration Solutions
5
DAYS
Coming Soon
MuleSoft Learning Paths
7
All courses are available as private or public
instructor-led training.
Courses marked with * are also available as self-
paced courses.
Courses in blue are training programmes for
Certifications.
Getting Started with
Anypoint Platform*
2
DAYS
START HERE
Anypoint Platform
Operations:
API
Management
4
DAYS
API Community
Manager
CloudHub
1
DAYS
1
DAYS
3
DAYS
2
DAYS
2
DAYS
2
DAYS

Role based courses
●Our learning paths map out the recommended prerequisites, training courses, and certifications
for any role, and level of expertise.
Developer Architect Operations
●You can find all the courses by role at http://training.mulesoft.com/course-catalog

OPERATIONS
Deploy, manage, and govern
APIs and integrations with
Anypoint Platform
ARCHITECT
Design enterprise solutions
for optimal performance
DEVELOPER
Build APIs and integrations
Role definitions
Design, build, test and debug, deploy, and manage APIs and integrations
Project-level design decisions. Anypoint Platform implementation;
technical quality, governance, and operationalisation of the integration
solutions
Focus on deploying, managing, capacity planning, monitoring, and/or
troubleshooting integrations and APIs as well as automating and streamlining
the integration and deployment processes.
Cross-project design decisions. Anypoint Platform strategy (API-led
connectivity & Application Network)
Integration
Platform

Operations
Anypoint Platform
CloudHub
Runtime Fabric
on VM
API Management
Customer-
Hosted
Runtimes
Runtime Fabric
on SMK
API Community
Manager
Timeline for each role: MuleSoft Recommendation
10
Month 1 - 2 Month 2 - 4 Month 5 - 8 Month 9 - 12
Developer
Fundamentals
Anypoint Platform:
Dataweave
Anypoint Platform:
API Design
Production-Ready
Production-Ready
Integrations
MuleSoft Certified
Developer: Level 1
(coming soon)
MuleSoft Certified
Developer: Level 2
Integration
Architect
Fundamentals
Integration
Solutions
MuleSoft Certified
Integration
Architect: Level 1
MuleSoft Certified
Developer: Level 1
Platform
Architect
Anypoint Platform
Application
Networks
MuleSoft Certified
Platform Architect:
Level 1

Training path for: Developer
11
Developer
Fundamentals
Anypoint Platform:
Dataweave
Anypoint Platform:
API Design
Production-Ready
Production-Ready
Integrations
MuleSoft Certified
Developer: Level 1
(coming soon)
MuleSoft Certified
Developer: Level 2
Fundamentals
● 1st course for developers
● Duration: 5 days (instructor-led) or
self-paced
● Audience: developers and architects
who want to get hands-on experience
using Anypoint Platform™ to build
APIs and integrations.
MCD Level 1
● 2 FREE attempts upon completion of
Fundamentals course
● Duration: 2 hours, 60 questions
● Resources to prepare:
○ DIY Exercises
○ Quiz (exam standard questions)
Level 1 training

All contents © MuleSoft, LLC 12
Developer
Fundamentals
Anypoint Platform:
Dataweave
Anypoint Platform:
API Design
Production-Ready
Production-Ready
Integrations
MuleSoft Certified
Developer: Level 1
(coming soon)
MuleSoft Certified
Developer: Level 2
Dataweave 2.0
● Prerequisite: Fundamentals + MCD
● Duration: 2 days
● Audience: Mule 4 developers or
architects who want to advance their
DataWeave 2 skills so that they can
build complex transformations.
E.g. reusable and overloaded functions,
currying, error handling, traversing data
structures and recursion.
API Design
● Audience: API designers, developers,
and architects who want to get hands-
on experience creating well-designed,
modular API definitions using RAML
1.0 and Anypoint Platform™.
Level 1 training - Optional

All contents © MuleSoft, LLC 13
Developer
Fundamentals
Anypoint Platform:
Dataweave
Anypoint Platform:
API Design
Production-Ready
Production-Ready
Integrations
MuleSoft Certified
Developer: Level 1
(coming soon)
MuleSoft Certified
Developer: Level 2
● 1st course in Level 2 sequence (or
standalone), covering software engineering
best practices (development and
deployment).
● Audience: developers who want to
configure, build, test, and deploy Mule apps
in the context of professional software
development projects.
Integrations
● 2nd course in Level 2 sequence (or
standalone), covering advanced development
techniques.
● Audience: developers who want to build
Mule apps, modules, and API policies,
applying a wide range of patterns to take on
the challenges of integration development.
Level 2 - Advanced

Training path for: Integration Architect
14
Integration
Architect
Fundamentals
Integration
Solutions
MuleSoft Certified
Integration
Architect: Level 1
MuleSoft Certified
Developer: Level 1
● Prerequisite: Fundamentals + MCD (Prior
experience developing and deploying Mule
Applications)
● Audience: Technical or Solution Architects/Lead or
Senior Developers
● Teaches how to design integration solutions that
meet functional or non-functional requirements
using Anypoint Platform. Case study driven
focusing on solution architecture impacts on the
organisation's overall architecture being
documented.
Project-level design
decisions.
Implementation;
technical quality,
governance,
operationalisation of
the integration
solutions
Integration Architect
MCIA Level 1
● 2 FREE attempts upon
completion of Integration
Solutions course
● Duration: 2 hours, 60
questions
○ Datasheet
○ MCIA Quiz (exam
standard questions)

Training path for: Platform Architect
15
Cross-project design
decisions. Managing
strategic change
initiatives from a
business perspective.
Overseeing an
organization's
enterprise architecture
Platform Architect
● Prerequisite: Getting Started with Anypoint Platform
● Audience: Enterprise or Solution Architects
● Teaches how to direct the emergence of an
effective application network out of individual
integration solutions following API led connectivity
across an organisation. Case-study driven with two
strategic change initiatives being documented a the
course progresses.
MCPA Level 1
● 2 FREE attempts upon
completion of Integration
Solutions course
● Duration: 2 hours, 60
questions
○ Datasheet
○ MCPA Quiz (exam
standard questions)
Platform
Architect
Anypoint Platform
Application
Networks
MuleSoft Certified
Platform Architect:
Level 1
Getting Started
with Anypoint
Platform
● Self-paced
course
● Learn the basics
to design, build,
deploy, and
manage APIs.

Operations
Anypoint Platform
CloudHub
Runtime Fabric
on VM
API Management
Customer-Hosted
Runtimes
Runtime Fabric
on SMK
API Community
Manager
16
Cloudhub
Managing and
monitoring Mule
applications
deployed to
CloudHub
Depending on Deployment
Environment:
Customer-Hosted
Runtimes
Managing and
monitoring
customer-hosted
runtimes and apps.
API
Management
Managing and
deploying APIs on
Anypoint Platform
API Community
Manager
Build and manage a
customised experience
for API consumers to
discover and learn how
to use APIs effectively
Runtime Fabric
on VM
Installing,
configuring, using
the runtime fabric
appliance (on
virtual machines)
Runtime Fabric
on SMK
Installing,
managing runtime
fabric (on self-
managed
Kubernetes on
Amazon ESK,
AKS, GKE)
Depending on the Runtime Fabric
version:
Training path for: Operations/Devops

Training Course Overview
TRAINING COURSE SUITABLE FOR DAYS
(class)
FTC:
participant
(public class)
FTC:
private
class
FORMAT vILT/Self-
study
AVAILABLE
LANGUAGES
Course
Summary
API LED BASE ● Getting Started with
Anypoint Platform
Platform Owner
LoB developers
2 - 48 EN Summary
DEVELOPMENT ● Anypoint Platform
Fundamentals
Key foundation
training for all roles
5 20 140
EN, FR, DE,
ES, IT
Summary
● Mule 4 for Mule 3 Users Mule 3 Developers 3 - 84 EN Summary
● DataWeave 2.0 Sr. Developers 2 8 56 EN, FR, DE Summary
● API Design Sr. Developers 2 6 48 EN, FR, DE Summary
● Production-Ready Dev
Practices
Sr. Developers 3 15 90 EN, FR, DE Summary
● Production-Ready
Integrations
Sr. Developers 4 20 120 EN, FR Summary
ARCHITECTURE
● Integration Solutions
Enterprise /
Solutions Architect
5 25 150
EN, FR, DE,
ES, IT
Summary
● Application Networks Enterprise Architect 3 15 90 EN FR, DE Summary
OPERATIONS ● CloudHub DevOps 2 6 48 EN, FR Summary
● Customer Hosted DevOps 2 6 48 EN, FR Summary
● Runtime Fabric VM - OR -
Runtime Fabric SMK
DevOps 2 10 60 EN, FR
Summary
Summary
● API Management
● API Community Manager
DevOps
DevOps
1
1
3
3
24
24
EN, FR
EN, FR
Summary
Summary
View Class schedules here
Public Class Private Class Self-
Paced

Training Promotion
Exclusive to MuleSoft Italy Meetup

Training Promotion: 2x1 on courses in Italian
● Come funziona: Acquista 1 posto a sedere sul corso Fundamentals o
Integration Solutions in italiano e il secondo posto è gratuito!
● Corsi in Italiano:
13 December 2021 - Anypoint Development: Fundamentals (Mule 4)
10 January 2022 - Anypoint Architecture: Integration Solutions
● T&Cs: Offerta esclusiva per i partecipanti del Meetup 6. Il posto omaggio
deve essere di costo uguale o inferiore al posto acquistato a prezzo da listino.
La promozione si applica esclusivamente ai corsi in italiano e all'acquisto di
nuovi FTCs. Offerta valida fino ad esaurimento posti.
● Next Steps: Completa la Form
● Domande? Contattaci o visita: training.mulesoft.com/login
19

4th November 2021
Gonzalo Marcos - Senior Technical Architect
MILANO Meetup #6
How to create your Internal Support Model

1. Why do we need a (Internal) Support Model?
2. MuleSoft Catalyst - The framework
3. How to create an Internal Support Model
Agenda
22

Why do we need a Support Model?

Go Live Assessment:
Platform & Architecture
Deployment Model
VPCs
VPNs
DLBs
CIDR Blocks
Environments
Disk space
High Availability
Disaster Recovery
(RTO/RPO)
Design/Dev
Exchange
Logs
Exception Handling
Properties Files
Architecture/Code Reviews
Autodiscovery
Coding Standards
Security
Secured Properties
API Security
Access Management
Business Groups
Certificates
Secrets
Audit Logging

Operations & Support
Log Management
Proactive Monitoring
Resolution Processes
Maintenance
KPIs
Runbook
CI/CD & Automation
Audit Logging
Alerts
Trained/Skilled Support
team
Escalation Processes
WHAAAAAT?!
Go Live Assessment:

MuleSoft Catalyst - The Framework

28
Customer success
Business
outcomes
Technology
delivery
Organization
enablement
Catalyst Methodology centered around 3 core
pillars
Customer success

Plan for success Establish the foundation Build to scale Measure impact
Business outcomes path
Anypoint Platform path
Projects path
Center for Enablement “C4E” path
Internal support path
Training path
6 paths to focus on
Org
enablement
Technology
delivery
Business
outcomes

Agree on business outcomes
and KPIs
Develop the overall success plan
Monitor and manage Refresh success plan Measure business outcomes
Define Anypoint platform
vision and roadmap
Design Anypoint platform
architecture and
implementation plan
Deploy Anypoint Platform Scale and refine
Anypoint Platform
Measure Anypoint platform KPIs
Prioritize IT projects
Staff and onboard delivery teams
Define solution architecture
Execute projects
Onboard additional
delivery teams
Launch additional projects
Measure project KPIs
Assess integration capabilities
Establish the C4E
Build and publish foundational
assets
Evangelize
Drive consumption Measure C4E KPIs
Determine the support
operating model
Staff, train and launch team
Publish support guidance and self-
serve materials
Support Anypoint Platform Measure support KPIs
Train the initial team(s) Develop the broader training plan
Launch experiential learning
opportunities
Train additional teams Conduct assessment
Integrated Blueprint
30
Org
enablement
Technology
delivery
Business
outcomes

31
250+ Best Practices
Design Guides
Architectures
Examples
C4E Models
Best practices via Catalyst Knowledge Hub

Internal Support Playbook
32
Determine the Support
Operating Model
Staff, Train and
Launch Team
Publish support guidance and
self-serve materials
Support
Anypoint Platform
Measure the Impact
of Support
● Set up Introduction Session with the
Customer
● Identify Internal Support Model
● Agree on Roles Required and
Training Required by Role
● Align on the Issue Resolution and
Escalation Process
● Establish Support KPIs and
Measurement Plan
● Identify the Team Members
● Appoint Support Contacts
● Train the Team Members
● Onboard and Launch the Support
Team
● Build and Publish Guidelines to
Interact with Internal Support Team
● Build and Publish Process Flows for
Escalation Process
● Build and Publish Additional
Documentation
● Ensure Broad Access to External
MuleSoft Resources
● Monitor the Anypoint Platform
● Address First Level Support Issues
● Follow the Defined Internal
Escalation Process Flows
● Escalate Issues to MuleSoft as
Appropriate
● Review Recent Deployments and
Fix Supportability Gaps
● Build a Mutual Feedback Loop
between Support and Development
● Review and Modify Support KPIs
● Measure Support KPIs
● Develop Support Improvement
Recommendations

Internal Support Playbook
1. Identify Internal Support model: Roles, responsibilities and processes
2. Agree on Roles required and training path by role
3. Align on the issue Resolution and Escalation Process
4. Establish Support KPIs and Measurement Plan
34
Identify Roles,
Responsibilities
and Processes
Agree on Roles
required and
Training Paths
by Role
Align on the
Issue
Resolution and
Escalation
Processes
Establish Support
KPIs and
Measurement
Plan

Typical Support Model Overview
35
Level 1:
Help Desk
Level 2:
Organisation’s MuleSoft Support Team
Level 3:
API Dev Team
Level 4:
MuleSoft
Feedback on the
resolution is provided
at all levels.

1. Identify Roles and Responsibilities

Roles
38
Role Responsibilities Skills
Operations Analyst ● L1
● Network and Infrastructure support
● Inputs for NFRs
● Maintenance of environments
● Oversee knowledge transfer (from dev to
operations)
● Deploy and configure APIs in production
● Configure monitoring and alerting
● Review, triage, and respond to alerts,
notifications, and issues reported by end users
● Assign the issue to a proper team if required (L2,
core system, UI, MuleSoft Support, etc.)
● Maintain the knowledge base (e.g. wiki)
● Educate end users
● MuleSoft Operations
● Anypoint Platform Architecture
● Understanding of business
● Alerting and Monitoring
● Logs and mule messages
● Development practices and methodology
● Java profiling (e.g heap dump, thread dump,
etc.)
● Operating System administrator

Roles
39
Support Engineer ● L2
● Provide the assistance to Operations Analyst
with the more critical issues or the issues that are
beyond the capabilities of Operations Analyst to
investigate
● Provide the resolution or assign the issue to
development team
● Help to make a decision if the issue is platform
related and official MuleSoft Support ticket must
be raised
● All the skills of Operations Analyst
● MuleSoft Fundamentals
● Whitebox understanding of APIs
Developer ● L3
● Provide the assistance to Support Engineer with
the more critical issues or the issues that are
beyond the capabilities of Support Engineer to
investigate
● Manage the issues within the sprint - plan for
fixes and go live
● Provide the assistance to MuleSoft Support with
issues raised
● All the skills of Operations Analyst and
Support Engineer
● MuleSoft Professional Developer
● Deep understanding of APIs deployed in
production (usually a developer responsible
for delivery of specific APIs)

Roles
40
Support Lead ● Team management (L1 team, partially L2)
● Helps shaping KPIs together with Platform
Support
● Enforces measurement of KPIs
● Incident prioritisation
● Manages escalations from business
● Avoid auto-closing issues due to long response
time or not providing response at all
● Communication and leadership
● Understanding of business, business critical
applications, and priorities
Platform Support ● C4E Team
● Provides technical support and advice to project
and product teams for applications in production
● Comments on exception handling and logging
practices
● Stay up to date with the platform - follow the
release notes, MuleSoft Summits, etc. to get
visibility on the new features and capabilities.
● Plan for new relevant features to be established
within the organisation (activity includes the
enablement of the teams)
● Helps shaping KPIs, collects and presents KPIs
to C4E lead and/or business
● All the skills of Operations Analyst, Support
Engineer, and Support Lead (could be the
same person)
● Cross projects enabler
● Deep understanding of internal organisation
processes
● Deep understanding of MuleSoft best
practices established within org

2. Agree on Training Plan per Role

Roles
42
Role Responsibilities Skills Training Path
Operations
Analyst
● L1
● Network and Infrastructure support
● Inputs for NFRs
● Maintenance of environments
● Oversee knowledge transfer (from
dev to operations)
● Deploy and configure APIs in
production
● Configure monitoring and alerting
● Review, triage, and respond to
alerts, notifications, and issues
reported by end users
● Assign the issue to a proper team
if required (L2, core system, UI,
MuleSoft Support, etc.)
● Maintain the knowledge base (e.g.
wiki)
● Educate end users
● MuleSoft Operations
● Anypoint Platform Architecture
● Understanding of business
● Alerting and Monitoring
● Logs and mule messages
● Development practices and
methodology
● Java profiling (e.g heap dump,
thread dump, etc.)
● Operating System administrator
● Getting Started with
AnyPoint Platform
● AnyPoint Platform
Operations - Cloudhub

Roles
43
Support
Engineer
● L2
● Provide the assistance to Operations
Analyst with the more critical issues or the
issues that are beyond the capabilities of
Operations Analyst to investigate
● Provide the resolution or assign the issue
to development team
● Help to make a decision if the issue is
platform related and official MuleSoft
Support ticket must be raised
● All the skills of Operations
Analyst
● MuleSoft Fundamentals
● Whitebox understanding of
APIs
● Anypoint Platform Development:
Fundamentals
● Anypoint Platform Operations -
Cloudhub
Production-Ready Development
Practices
Developer ● L3
● Provide the assistance to Support Engineer
with the more critical issues or the issues
that are beyond the capabilities of Support
Engineer to investigate
● Manage the issues within the sprint - plan
for fixes and go live
● Provide the assistance to MuleSoft Support
with issues raised
Analyst and Support
Engineer
● MuleSoft Professional
Developer
● Deep understanding of APIs
deployed in production
(usually a developer
responsible for delivery of
specific APIs)
Fundamentals
Cloudhub
● Anypoint Platform Operations - API
Management
Practices

Roles
44
Support
Lead
● Team management (L1 team, partially L2)
● Helps shaping KPIs together with Platform
Support
● Enforces measurement of KPIs
● Incident prioritisation
● Manages escalations from business
● Avoid auto-closing issues due to long response
time or not providing response at all
● Communication and
leadership
● Understanding of
business, business critical
applications, and priorities
● Getting started with Anypoint
Platform
● Anypoint Platform Architecture:
Platform
Support
● C4E Team
● Provides technical support and advice to project
and product teams for applications in production
● Comments on exception handling and logging
practices
● Stay up to date with the platform - follow the
release notes, MuleSoft Summits, etc. to get
visibility on the new features and capabilities.
● Plan for new relevant features to be established
within the organisation (activity includes the
enablement of the teams)
● Helps shaping KPIs, collects and presents KPIs
to C4E lead and/or business
Analyst, Support Engineer,
and Support Lead (could
be the same person)
● Cross projects enabler
● Deep understanding of
internal organisation
processes
● Deep understanding of
MuleSoft best practices
established within org
Fundamentals
Cloudhub
API Management
Practices

Align on the Issue Resolution and Escalation
Process
- Design the processes needed to act upon issues that cover:
- Issue Triage
- Case Assignment
- Resolution
- Defects
- Escalation
- The processes should support
- Platform Production Availability
- Development
- API/Application
46

Case Severity Decision Chart
47

Support Process – best practices
48
Recommended operational practice when
troubleshooting Production and Non-
Production incidents.
Please refer to
https://support.mulesoft.com/s/article/M
uleSoft-Recommended-Support-Process

4. Establish Support KPIs and
Measurement Plan

Support KPIs and Measurement Plan
• Identify and define a set of measurable support KPIs. The KPIs need to be
measured at specific intervals and reported to the stakeholders.
• Plan to measure the following dimensions:
– Internal
• Deployments Support/Change Management (non-prod)
• Production Support (Applications/APIs)
• Platform Support (patch, upgrade, etc)
• Developer Support
– External
• Contacts with MuleSoft Support/Customer Success → tickets/escalations, QBRs…
• Contacts with External Resources (forums, blogs, etc)
50

Support KPIs and Measurement Plan
• Recommended minimum
– Initial response time per severity
– % of escalations to MuleSoft Support
– % of tickets accepted (tickets that required fix to be provided by MuleSoft) by
MuleSoft Support per support level
– Reason for support request (knowledge gap, missing documentation, environment
issue, etc.)
– Resolution time
– % of solved issues per support level
51

Key MuleSoft resources that your developers
should know
• MuleSoft’s Knowledge Base (https://support.mulesoft.com/s/knowledge) - The knowledge base is a rich resource to
identify various needs based on the category and type of product. There is a search functionality with auto-complete to
help you find the information you need faster.
• MuleSoft Forums (https://forums.mulesoft.com/) - The forums are a great way to source responses to specific or
generic questions, or alternatively review responses to similar queries that you may have had previously.
• MuleSoft Blogs (http://blogs.mulesoft.com/) - Our experts and engineers spend a significant amount of time enabling
our community with blogs to guide the implementation of broadly used resources and use cases
• MuleSoft’s Recommended Support Process https://support.mulesoft.com/s/article/MuleSoft-Recommended-
Support-Process - A basic operational practice that MuleSoft recommends when troubleshooting an incident on the
Anypoint platform.
• Performance Tuning Guidelines (https://docs.mulesoft.com/mule-user-guide/v/3.8/tuning-performance) - A guide that
describes recommend practices to tune the performance of apps on the Anypoint platform
53

Milano Meetup #6 - Training & Certification and Internal Support Models

Empfohlen

Empfohlen

Weitere ähnliche Inhalte

Was ist angesagt?

Was ist angesagt? (20)

Ähnlich wie Milano Meetup #6 - Training & Certification and Internal Support Models

Ähnlich wie Milano Meetup #6 - Training & Certification and Internal Support Models (20)

Mehr von Gonzalo Marcos Ansoain

Mehr von Gonzalo Marcos Ansoain (13)

Kürzlich hochgeladen

Kürzlich hochgeladen (20)

Milano Meetup #6 - Training & Certification and Internal Support Models